head of service - after sales (home appliance).
Randstad
about the company
Randstad is currently partnering with a leading player in the consumer electronics and home appliances sector, this company is part of a globally recognized brand known for quality, innovation, and trust. With a strong presence in the Malaysian market, it focuses on delivering reliable products and exceptional after-sales service to homes and businesses nationwide. Employees here enjoy a dynamic work environment, opportunities for growth, and the chance to represent a brand that has been shaping modern living for generations.
This role will report directly to the Managing Director. The Head of Service is responsible for leading and managing the entire after sales service ecosytem. This role ensures the delivery of a seamless customer service experience, enhances customers satisfaction, and drives operational effciency in allignment with the brand's service standards and business objectives.
Job Responsibilities:
- Lead and manage nationwide field service teams (in-house and third-party) to ensure timely and quality service delivery
- Monitor key service KPIs such as first-time fix rate, turnaround time (TAT), customer satisfaction (CSAT), and Net Promoter Score (NPS)
- Oversee daily operations of the customer care team, including inbound/outbound call handling, complaints management, and technical support
- Formulate and execute the national service strategy aligned with corporate goals and market dynamics
- Build and mentor high-performing service teams, including field technicians, call center agents, and back-office support staff.
- Bachelor's Degree in Engineering, Business Administration, Supply Chain, or a related field. MBA is a plus.
- 8–12 years of experience in customer service/after-sales operations in the consumer electronics or home appliances sector, with at least 5 years in a leadership role.
Vacancy posted 29 days ago
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