Job Responsibilities

Customer Service:

- Maintain a positive, empathetic, and professional attitude towards customers consistently

- Possess comprehensive knowledge of all SunCulture products to address customer inquiries effectively

- Resolve customer complaints within specified Service Level Agreements (SLAs)

- Communicate with customers through various channels and respond promptly to inquiries

- Analyze trends to develop solutions that meet or exceed customer service needs and business objectives

- Ensure adherence to operational standards at the service center

- Lead monitoring and maintenance of stock levels through regular stock takes, ensuring availability of necessary components

- Promote the SunCulture brand by maintaining cleanliness and organization at the service center during operational hours

- Assist in handling sales and after-sales requests from customers and team members

- Follow up on customer issues until resolution, adhering to the prescribed after-sales escalation process

Aftersale:

- Ensure all after-sales issues are documented via tickets and maintain records of customer interactions, comments, complaints, and issues

- Provide feedback to customers regarding their queries and after-sales issues

- Troubleshoot after-sales issues, resolve non-technical problems, and escalate unresolved issues to the aftersale product team

- Maintain availability of spare parts at the service center and manage inventory effectively

- Generate reports on service center activities and stock levels

Sales:

- Collaborate closely with the Regional Sales Manager to establish clear sales Key Performance Indicators (KPIs), including sales targets, lead generation, and achieving a Quality Assurance (QA) score of 90%

- Achieve lead generation targets and ensure consistent follow-up to convert leads into sales

- Implement selling tactics such as conducting demos, engaging in market sourcing activities, and implementing customer referral programs to ensure lead conversion