What You Will Do

•  Develop and achieve customer support objectives by contributing to strategic plans, resolving problems, identifying customer trends, audit compliance, and implementing the required change

•  Manage end-to-end Telesales operations including inbound and outbound calls, emails, WhatsApp and other sources of leads. 

•  Liaise with cross-functional team (Part Advisors, Counter Supervisors, Regional Manager etc.) for sales support, leads and customer concerns •  Monitor Key Performance Indicator (KPIs) regularly to achieve the financial and non-financial targets/commitments.  

•  Handle customer queries, complaints, and conflicts effectively and help team-members with challenging customer issues. 

•  Identify requirements of team, train, develop & motivate them through feedbacks and communications and make them to respond customer professionally and efficiently. 

•  Set goals for team and evaluates individual performance reviews and overall team effectiveness with reporting manager

•  Support in staff recruitment, identify their training needs and plan training session. 

•  Develop and enhance the business process for section and ensure the entire operation is fully compliance to company standards.

•  Study and evaluate data to improve processes, ensure all resources are properly allocated, and maximize efficiency and customer satisfaction

•  Prepare reports and analyze data to assist management in determining customer support center performance and goals

•  Perform other responsibilities as and when required for the business and operation.  

Skills

What equips you for the role

•  University graduate or equivalent , MBA is plus. 

•  5–10-year experience in automotive industry and at least 3 years on supervisor level, managing the team 

•  Experienced in automotive products, especially knowledge of Spare Parts

•  Expertise in Electronic Parts Catalogue, multiple brand knowledge would be plus