Job Purpose
The Service Operation Supervisor is responsible for overseeing daily service operations, ensuring efficient workflow, high-quality customer service, and compliance with company standards. This role supports the team in achieving performance targets and continuous improvement in service delivery.
Key Responsibilities
- Leading the team of service technicians in the country.
- Supervise and coordinate the daily activities of the service operations team.
- Monitor service performance metrics (e.g., response time, resolution rate, customer satisfaction).
- Ensure compliance with operational procedures, safety standards, and company policies.
- Support onboarding and training of new service staff.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with other departments (e.g., logistics, technical support, sales) to ensure smooth service delivery.
- Prepare reports on operational performance and suggest improvements.
- Maintain accurate records of service activities and customer interactions.
- Implement and support continuous improvement initiatives.
Qualifications
- Proven experience in service operations or customer support (2–5 years).
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Problem-solving mindset and attention to detail.
- Familiarity with CRM systems and service management tools.
- Ability to work under pressure and manage multiple priorities.
- Technical background or industry-specific knowledge (preferred).
- Bachelor’s degree Engineering, Operations Management, or related field.
Job location
Hybrid
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site.
