Reporting lines / Substitution / Subordinates

• Reporting to Customer Service Manager
• Substitution during absence: Team Leader/CSE/SM
• Subordinates: None

Job Scope/Responsibilities

1) Focus on establishing strong customer relations with identified IKA, NKA, and fleet customers with regular QBR (quarterly business review) in place, including on-site visits.
(a) Setup of SLA (service level agreements)/dashboard for the identified customers.
(b) Review and assess customer service contracts and rental contracts with for the identified customers, working closely with Sales Manager to minimise termination of contracts.
(c) Manage internal and external stakeholders to create win-win situations.
(d) Establish escalation management with complex problem-solving team. Ensure tracking and documentation of problem resolution.
(e) Ensure that Salesforce CRM for identified customers are kept up to date to provide data driven decision making. For example: accurate labour and parts costs in customer profitability report to drive contract renewal decision.

(2) Work on used trucks and used parts management as part of rental fleet returns in optimizing rental fleet utilization and rental margin.
(3) Work on continuous improvement of customer service operations based on internal feedback (sales teams) and external feedback (customers, NPS survey follow-up).
(4) Coordinate and manage customer service projects and initiatives as required by management.
(5)Fill in for the CSM (Customer Service Manager) in times of absence.
Refer to CSM JD.

Job Requirements

• Excellent verbal communication, and the ability to convey important information clearly and effectively.
• Strong leadership and initiative.
• Excellent delegator and mediator.
• People person, able to provide excellent customer service.
• Quick decision-making and problem-solving abilities.
• Excellent time management.
• Responsible, goal-oriented, and organized.
• Strong attention to detail and ability to multitask.
• Confident, proactive, and willing to take on workplace challenges.
• Great listening skills and ability to take direction from individuals in higher-level positions.
• Proficiency in CRM systems.
• Proficiency in MS Office applications