Assistant Service Manager

Guildhall is partnering with a leading Global Electronics/Home appliance business to hire an Assistant Service Manager to join their team in Dubai! The ideal candidate will be responsible for supporting after-sales service operations, ensuring high-quality customer support, managing service teams, and improving overall service efficiency.

Customer Service Support
• Respond to customer calls and messages, addressing common inquiries and escalating complex issues as needed.
• Record customer complaints, assist in investigations, track resolution progress, and provide feedback to customers.
• Conduct follow-up calls and surveys to gather customer feedback and submit reports for service improvement.

Service Process Assistance
• Manage order entry, review, and tracking to ensure efficient service operations.
• Coordinate service arrangements and assist in staff task planning and resource allocation.
• Analyze service processes and suggest improvements to enhance efficiency and customer satisfaction.

Service Network Management
• Follow up on work orders assigned to service providers, resolving issues and ensuring timely service delivery.
• Collect feedback on service performance and report to the manager, assisting in finding effective solutions.

Spare Parts Management & Scheduling
• Maintain and update inventory records, ensuring data accuracy and proper stock management.
• Schedule spare parts based on service orders to prevent shortages or excess inventory.
• Conduct regular inventory checks and manage expired or damaged parts accordingly.

Document & Data Management
• Maintain service contracts, reports, and essential documentation in an organized manner.
• Analyze service data and generate reports to support decision-making and operational improvements.
• Prepare and submit weekly and monthly reports on service performance and key metrics.

Administrative & Additional Responsibilities
• Handle administrative tasks such as office supply procurement and basic office management.
• Assist in key service projects, supporting project execution and coordination.
• Conduct ad-hoc research, service visits, and other tasks as assigned by the management.

Requirements: