Closing Date: 4th February 2018

Strategic Marketing (S) Pte Ltd
After-Sales Services Assistant Manager

Salary: 0.00

Salary Range: $3,500 to 4,500 per month

EuropAce – Singapore No 1 Aircon and Home Appliances Brand

Reporting to the Office Manager, you will be responsible for delivering outstanding Customer Service through timely processing of returns and best in class after sale service processes and information systems. Ensure we are cost efficient, productive and eliminate waste and non-added value. Ensure our operating expenses are in line with the budget and agreed productivity levels. Introduce value added services to generate revenue and offset our operating expenditures. Establish and enforce robust internal control processes to eliminate any variances from our outsourced service providers.


  • Create a customer centric culture within the after sale service department.
  • Establish and maintain a process at all stages that meets the after sale   service requirements of the company.
  • Handle warranty issues with customers.
  • Track Service time compliance on a daily basis.
  • Establish a customer satisfaction survey process and deliver high levels of customer satisfaction by fixing any systemic process issues.
  • Maintain an up to date action plan addressing the issues with after sales service.
  • Share the customer satisfaction results with the management and service contractors.
  • Establish and manage an effective escalation process to ensure difficult cases are properly managed.
  • Ensure proper availability of spare parts inventory is maintained at all times
  • Manage the service level agreement with the after sale service contractor.
  • Ensure goods are returned timely to the customers to avoid any dissatisfaction due to late returns.
  • Ensure all personnel in the after sale service organisation is well trained and qualified to perform their duties.
  • Ensure after sale service operating costs are well in line of the benchmarks of the industry. 
  • Develop continuously value added services to enhance the after sale service experience and create additional sources of revenue to offset the after sale service operating cost
  • Maintain and update after-sales and service records and provide weekly/monthly reports
  • Identify and resolves issues and conflicts within the team
  • Manage the service lifecycle
  • Organise job scheduling/set the priority


  • Minimum a Diploma or equivalent in any field, but an engineering qualification is an advantage
  • 3 years relevant experience in an after sales or sales support role in a  management capacity
  • Highly self-motivated. Creative and passionate in delivering good sales results.
  • Excellent communication skills. Ability to influence/manage both internal and external stakeholders
  • Comfortable in working with numbers and statistical analysis with proficiency in MS Office especially Excel.
  • Fluency in English and Mandarin




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