Service Center Manager
Jakarta
What You'll Do :
- The Service Center Manager is responsible for overseeing all operations within the service center, ensuring efficient workflow, exceptional customer service, and maintaining the high standards associated with luxury watch brands. This role focuses on leading the service team, managing budgets, maintaining inventory accuracy, and ensuring timely repairs and servicing of luxury timepieces, while collaborating closely with internal departments and suppliers.
- Lead the team to deliver an excellent customer experience. Resolve escalated issues promptly, ensuring customer satisfaction. Implement strategies like post-service follow-ups and VIP service protocols to enhance client experience.
- Oversee daily operations to ensure efficient workflows, timely repairs, and adherence to brand standards. Implement procedures to boost productivity, reduce turnaround times, and maintain service quality while ensuring compliance with regulations and safety protocols.
- Manage administrative processes to align with business needs, comply with accounting and finance protocols for accurate transactions, and collaborate with teams to optimize workflows, resolve discrepancies, and maintain service quality.
- Analyze service performance metrics and track key performance indicators (KPIs) while preparing detailed reports for senior management. Identify areas for improvement and implement corrective measures to optimize performance.
- Collaborate with other departments for seamless service delivery and build strong relationships with vendors.
- Monitor spare parts inventory for accuracy and cost control. Address supply chain gaps, collaborate with suppliers for timely procurement, and implement effective inventory tracking systems to optimize part usage.
What You’ll Need To Succeed :
- Education: Bachelor’s degree in Business, Operations Management, or related field.
- At least 3 years of experience in service center management, preferably in the luxury retail or watch industry.
- Strong leadership, problem-solving, and customer service skills. Knowledge of luxury products, and industry trends is highly desirable.
- Communication: Excellent verbal and written communication skills, with an ability to handle high-profile clients and luxury brand expectations.
- Strong customer orientation and a focus on delivering exceptional service, along with the ability to handle challenging situations.
- Have a solid understanding of managing service center expenses and maintaining healthy accounts receivable (AR), ensuring the P&L stays on track through effective budgeting and cost control.
Are you the person for the job ? We'd love to hear from you !
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