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  1. Go to Settings.
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Jobs or company...

Customer Care Manager (Home Appliances)

Salary undisclosed

Apply on

Linkedn
Original
Simplified
  • Competitive salary and benefit|Working in an international settings that will expand your network


About Our Client

The company is a leading global manufacturer known for its high-quality products in the areas of kitchen and bath, the company focuses on delivering premium products. It is recognized for its innovation, craftsmanship, and commitment to sustainability, offering a blend of modern design and superior functionality.

In Indonesia, the company supports both residential and commercial markets, providing comprehensive aftersales services through an extensive network of service centers and technical support teams. It has established a reputation for reliability, durability, and exceptional customer service, maintaining strong partnerships with local distributors and service providers to ensure wide product availability and efficient service delivery across the country. Through continuous investment in technology and a customer-centric approach, the company remains a key player in the home improvement and power solutions industry in Indonesia.

Job Description
  • Establishing the customer care department and expanding the aftersales presence across multiple cities.
  • Managing a team of technical support staff, including field teams and call center personnel.
  • Providing technical support and guidance to customers, ensuring timely resolution of issues.
  • Monitoring and improving key performance indicators (KPIs) such as turnaround time (TAT), first-visit resolution, and spare parts forecasting and availability.
  • Identifying training needs for technical support staff, sales teams, customers, plumbers, and MEP contractors.
  • Developing and implementing policies and procedures for technical support.
  • Staying informed about the latest technological developments.
  • Defining spare parts pricing strategies across all product lines.
  • Reviewing product information to keep the field team updated on new company or competitor products.
  • Managing product certification for manufacturing plants.
  • Overseeing the operations of the customer care center.
  • Setting up and expanding a service partner network across Indonesia.
  • Handling product quality feedback, implementing corrective actions, and managing warranty claims.
  • Creating and executing business plans to grow service revenue.


The Successful Applicant
  • Bachelor degree in engineering
  • At least 5 or more years related experience at multinational company
  • Have experience in managing team
  • Have a good communication and Customer Service Orientation

What's On Offer
  • Competitive Salary: A base salary that reflects the candidate's experience, expertise, and industry standards in the region.
  • Performance Bonuses: Additional compensation based on achieving specific performance goals or company targets, such as sales figures, project completion, or customer service KPIs.
  • Professional Development: Opportunities for further education, training, and certifications & Access to leadership development programs, mentorship, and internal promotions.


Contact: David Christopher

Quote job ref: JN-112024-6580062
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