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Job description / Role
The Service Center Manager is responsible for all budgetary, people development and operations objectives for all Helpbit in EGY. Additional responsibilities include managing and leading a team of Operations coaching and mentoring the team to ensure performance objectives are met, building positive employee relations and building leadership bench strength within Helpbit Egypt.
Job Requirements;
• Manage online/offline workload (or repair center setup and manage inbound and outbound workload).
• Assure SLAs are met.
• After sales agreements with suppliers.
• Manage customer escalations, liquidations and buyback programs.
• Work closely with product manager and IT team to enhance system features.
• Supervise the repair quality and put away products.
• Ensure departments staffing levels.
• Set service operations goals and expectation and provide performance feedback to employees ensuring compliance to standards and regulations.
• Manages internal and external technical teams and quality control team with standards, budget and project schedule.
• Manage relationship with suppliers (sourcing of spare parts, invoicing)
• Monitor the write off and reduce business loss
• Manage service programs (extended warranties, physical damage, in home services)
• Manage the relationship with logistic companies
• Work closely with Finance team on financial transaction
• Provide daily/weekly/monthly reports
• Work closely with service managers to enhance the business
• Enhance in-house repair or replacement on the after sale agreement
Requirements
• 4+ years direct management experience.
• Experience with performance metrics and process improvement and Lean techniques.
• Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations.
• Candidates must be flexible to work a variety of hours as business demands, including overnight, weekends and holidays.
About the Company
Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.