After Sales Service Manager - Customer Success & Operational Excellence

BD Agriculture (Malaysia) Sdn Bhd is seeking a dynamic After Sales Service Manager to join our team in Denpasar, Bali. In this role, you will be responsible for leading our customer service operations and ensuring the highest level of customer satisfaction in the agricultural sector. This is an exciting opportunity to drive operational excellence and enhance customer success.

As an After Sales Service Manager, you will manage a team of customer service representatives, overseeing daily operations, and implementing strategies to improve service quality. You will work closely with our sales team to ensure seamless post-sale support, and you will be instrumental in developing and executing customer success initiatives. With a focus on operational excellence, you will continuously seek ways to optimize our service processes and enhance customer experiences.

📋 Tanggung Jawab Pekerjaan

• Manage and supervise a team of customer service representatives, ensuring high levels of customer satisfaction and service quality.
• Develop and implement strategies to improve customer service operations and processes.
• Monitor and analyze customer feedback and service metrics to identify areas for improvement.
• Collaborate with the sales team to ensure seamless post-sale support and customer success.
• Lead the development and execution of customer success initiatives, including training programs and service enhancements.
• Ensure compliance with company policies, procedures, and industry regulations.
• Conduct regular team meetings and performance reviews to provide feedback and support professional development.
• Stay updated with industry trends and best practices in customer service and operational excellence.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service management, with a proven track record in driving operational excellence.
• Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders.
• Proficient in using customer service management software such as Zendesk, Salesforce, or similar tools.
• Familiarity with agricultural industry standards and best practices.
• Ability to analyze data and metrics to drive continuous improvement.
• Certification in customer service management or a related field is a plus.

🛠️ Keahlian

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