SunCulture
SunCulture is hiring Service Center Associates to manage their Service Centers. Reporting to the Regional Sales Manager with a dotted reporting line to the Fleet Operations Manager, the key role will be providing good customer service to all customers who visit the service centers, sales conversion, stock management, troubleshooting, and escalating all after-sales issues reported by customers through the service centers. 50% of the role expectation is highly centered around sales, with overall support for shop operations and general management.
Key Responsibilities:
Customer Service
- – Maintain a positive, empathetic, and professional attitude towards customers
- – Possess high-level knowledge of all SunCulture products to address customer questions
- – Acknowledge and resolve customer complaints within stipulated SLAs
- – Communicate with customers through various channels and respond promptly to inquiries
- – Analyze trends to create solutions to meet customer service needs, business goals, and objectives
- – Ensure adherence to service center operational standards
- – Monitor and maintain required stock levels at the service center
- – Promote the SunCulture brand by keeping the service center clean and tidy
- – Assist in sales/after-sales requests from customers and team members
- – Follow up on customer issues to resolution by following the after-sales escalation process
After-Sales
- – Ensure all after-sales issues are raised via a ticket and track customer interactions, comments, complaints, and issues
- – Provide feedback to customers regarding their queries and after-sales issues
- – Troubleshoot after-sales issues, resolve non-technical issues, and escalate to the after-sales product team if unresolved
- – Ensure availability of spare parts in the service center and proper inventory management
- – Generate reports related to service center activities and stock levels
Sales
- – Work closely with the Regional Sales Manager to develop and establish clear sales KPIs (sales targets, lead generation, sales call logs, and Quality Assurance [QA] 90% score)
- – Achieve lead generation targets and ensure constant follow-up on leads to convert them to sales
- – Initiate selling tactics (demos, sourcing market activities, customer referral programs) to convert leads
Requirements:
- – A Diploma or Degree in Business Administration (Sales and Marketing option), with customer service experience as an added advantage
- – At least 2 years of proven experience in sales or customer service
- – Proven track record of successfully meeting sales targets
- – Outstanding interpersonal skills with the ability to interact freely with customers
- – Ability to think, properly plan day-to-day work, manage inventory, and tackle customer complaints
- – High EQ with the ability to work under pressure, meet deadlines, and achieve targets
- – Passion for customer service, the industry, and current trends adaptable for SunCulture
- – Independent thinker with proactive decision-making capabilities
- – Comfortable with ambiguity and experience working in a dynamic environment
- – Organized and an expert in time management, both personal and team levels
SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
Interested candidates can apply online via the job portal provided.
