Service Center Associate

Reporting to the Regional Sales Manager with a dotted reporting line to the Fleet Operations Manager, the Service Center Associate will be responsible for providing high-quality customer service, driving sales conversions, managing stock, troubleshooting, and escalating after-sales issues. Approximately 50% of the role is focused on sales, complemented by operational support and general shop management.

Key Responsibilities

Customer Service

• Maintain deep knowledge of all SunCulture products to resolve customer inquiries effectively.
• Resolve customer complaints within established Service Level Agreements (SLAs).
• Communicate promptly with customers through various channels.
• Monitor and maintain required stock levels by conducting regular stock takes.
• Ensure the service center adheres to operational standards and remains clean and tidy.
• Assist with sales and after-sales requests from customers and internal team members.
• Follow up on customer issues until resolution using the stipulated escalation process.
• Maintain a professional and empathetic attitude toward customers at all times.
• Operation hours are 9 am to 5 pm (Monday to Friday) and 8 am to 12 pm (Saturdays).

After-sales Support

• Raise tickets for all after-sales issues and maintain detailed records of customer interactions.
• Provide feedback to customers regarding queries and technical issues.
• Troubleshoot non-technical issues and escalate complex technical problems to the product team.
• Ensure spare parts availability through proactive inventory management.
• Generate reports on service center activities and stock levels.

Sales and Lead Generation

• Achieve lead generation targets and follow up on leads to ensure conversion.
• Implement selling tactics including product demonstrations, market activities, and referral programs.
• Establish and achieve sales KPIs, targets, and call logs as guided by the company commission structure.

Requirements and Qualifications

• A Diploma or Degree in Business Administration (Sales and Marketing option); a Customer Service qualification is an added advantage.
• At least 2 years of proven experience in sales or customer service.
• Proven track record of successfully meeting sales targets.
• Outstanding interpersonal skills with the ability to interact freely with customers.
• Ability to plan daily work, manage inventory, and handle customer complaints effectively.
• High Emotional Intelligence (EQ) with the ability to work under pressure and meet strict deadlines.
• Passion for customer service, the industry, and current trends.
• Independent thinker with proactive decision-making capabilities.
• Expert in time management at both personal and team levels.

How to Apply

Interested and qualified candidates should apply online through the SunCulture career portal on Freshteam. You can access the application page directly by following the instructions in the link below.