Deskripsi Pekerjaan
Are you a highly motivated and customer-centric leader looking to drive excellence in after-sales operations? Erajaya Group, Indonesia's leading distributor and retailer of mobile devices, smart accessories, and lifestyle products, is seeking an experienced and strategic After Sales Manager to join our team in Penjaringan, Jakarta Raya.
In this critical leadership role, you will oversee the complete lifecycle of our after-sales service operations. Your primary objective will be to ensure the provision of premium-quality customer service within our service areas, maintaining the high standards that Erajaya is known for. You will play a pivotal role in driving service revenue, analyzing and controlling operational costs, and optimizing overall profit margins.
The ideal candidate possesses strong business acumen, exceptional leadership skills, and a deep understanding of customer service dynamics. By joining Erajaya, you will have the opportunity to lead a dedicated team, implement innovative service strategies, and contribute directly to our brand loyalty and long-term success.
Tanggung Jawab
- Direct and manage daily operations of the after-sales service center to ensure high standards of quality and efficiency.
- Develop and execute strategic plans to increase service revenue and achieve monthly profitability targets.
- Monitor and control operational costs, managing resources efficiently to maximize profitability (P&L responsibility).
- Ensure standard operating procedures (SOPs) are strictly followed to maintain exceptional customer satisfaction and service levels.
- Lead, mentor, and evaluate the performance of service technicians and customer service staff to foster a high-performing team.
- Analyze customer feedback and service KPIs to identify areas for improvement and implement effective solutions.
- Collaborate with cross-functional teams and brand partners to resolve complex customer issues and ensure spare parts availability.
Kualifikasi
- Bachelor’s Degree in Business Administration, Engineering, Management, or a related field.
- Minimum of 5 years of experience in After-Sales Service, Customer Service Management, or Service Center Operations, preferably in telecom, retail, or consumer electronics.
- Proven track record of managing service center P&L, controlling costs, and driving revenue growth.
- Strong leadership capability with experience managing medium to large teams.
- Excellent communication, negotiation, and conflict-resolution skills in both Indonesian and English.
- Analytical mindset with the ability to interpret service metrics and translate them into actionable strategies.
- Familiarity with CRM systems, ticketing software, and service inventory management.