Head of Operations
4 weeks ago
Job Summary:
We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for an Head of Operations to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Responsibility:
- Ensure all inbound queries raised by customers on company products are addressed by a dedicated customer service support center in a timely manner.
- Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
- Manage all customer retention activities and proactively identify potential areas for improvement and implement solutions.
- Monitor the daily fitment statistics and be responsible for technicians' productivity.
- Analyze, identify, and report on industry trends, to review on the feasibility of new product development.
- Provide products and systems training to internal employees and customers when required.
- Review and approve all billing reports from various service providers.
Requirements:
- Bachelor Degree in Engineering with outstanding academic performance
- Minimum of 5 years' experience in team management. Experience in a similar industry is an added advantage
- Proven track record in customer service
- Proficient in English
- Excellent communication and interpersonal skills
- Hands-on and a positive attitude
- Technically independent with good initiative
- Strong analytical problem-solving skills with an out-of-box approach in providing solutions
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