The responsibility of the Head of Operations is to lead the after sales functions, develop and implement plans and programmes in order to achieve service targets in terms of revenue, quality and effective customer’s service.
Key Responsibilities
• Oversee the implementation of operation activities effectively and smoothly in Service Centre work shops for White Goods, Brown Goods & IT; and manage Customer Service Reception, Spare Parts, D&I and Warehouse;
• Delivery of department's customer satisfaction index and retention targets, service sales and gross profit targets;
• Timely support to front office for smooth delivery of service customer, follow ups concerns or cases required to meet the customer service index objective;
• Coach, counsel, discipline and motivate the team members to maintain healthy relations in the department with an aim to steer their efforts towards positive contributions for its goals;
• Identification and development of talent amongst the team by conducting regular appraisals frame work for performance management using set goals and objectives;
• Review progress of service jobs on a daily basis to ensure timely and quality work and to resolve any critical issues or problems;
• Liaise with principals in an appropriate level to ensure proper communication especially with regards technical support, goodwill contributions and customer issues as they arise;
• Positively contribute to the overall objective of Aftersales with respect to the customer service index and profit objectives; and to the process of continuous improvement;
• Ensure employees follow up on personal safety and security procedures.
Job Details
| Date Posted: | 2014-06-11 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Other |
| Company Industry: | Retail/Wholesale |
Preferred Candidate
| Career Level: | Management |
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