job description
Join Imika Empire as an Aftersales Manager and lead our dynamic team in delivering exceptional customer service and aftersales support across Bali. In this pivotal role, you will oversee all aftersales operations, ensuring timely repairs, high customer satisfaction, and seamless service delivery. Your leadership will drive operational excellence, foster customer loyalty, and enhance our brand reputation in the competitive ICT market.
Based in the vibrant island of Bali, this position offers a unique opportunity to work in a fast-paced, innovative environment while enjoying the island's renowned work-life balance. If you are a results-driven professional with a passion for customer service and team leadership, we invite you to apply and become a key player in our success story.
Responsibility
- Lead and manage the aftersales and customer service team to ensure high performance and customer satisfaction.
- Oversee the timely completion of repairs and service requests, adhering to company standards and SLAs.
- Develop and implement strategies to improve aftersales processes, efficiency, and customer experience.
- Monitor and analyze customer feedback to identify trends and areas for improvement.
- Collaborate with cross-functional teams, including sales, technical support, and logistics, to ensure seamless service delivery.
- Prepare and present regular reports on aftersales performance, customer satisfaction metrics, and team productivity.
- Ensure compliance with company policies, industry regulations, and quality standards in all aftersales operations.
- Train, mentor, and develop team members to enhance their skills and career growth.
Qualifications
- Bachelor’s degree in Business Administration, Engineering, or a related field.
- Proven experience (5+ years) in aftersales management, customer service, or a similar role, preferably in the ICT sector.
- Strong leadership and team management skills, with a track record of motivating and developing high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Proficiency in CRM software and Microsoft Office Suite.
- Fluency in English; knowledge of Indonesian (Bahasa Indonesia) is a plus.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.