Assistant Manager - Customer Care & Operations - Abans Group Colombo 03

About the job

About Us

Abans PLC has held the dominant position in Sri Lanka's Consumer Durables market for over five decades, fostering a sense of recognition among the populace through its range of innovative, environmentally friendly, and technologically advanced yet user-friendly products and brands. Abans proudly represents renowned global brands across various categories such as Consumer Electronics, Home Appliances, Kitchen Appliances, Smart Devices, Laptops 6, Laptop Accessories, Furniture, Solar, and more. The company's longstanding partnership with LG Electronics Inc., Korea, a global leader in innovation and technology for over 35 years, has resulted in Abans being recognized as the top-performing Distributor in Southeast Asia. Acknowledged by esteemed global brands including LG, Apple, HP, Lenovo, Acer, Motorola, Oppo, Vivo, Realme, Toto, Elba, Haier, Harman Kardon.JBL, Marshall, and others, Abans has been appointed as their official partner in Sri Lanka. Abans has consistently led the market in Air Conditioning, Consumer Electronics, Laptops, and Apple Products for the past twenty years. With a robust distribution network boasting over 1000 touch points nationwide, the company has embraced modern retail practices by securing retail spaces in luxury malls, establishing exclusively branded stores for an unparalleled customer experience, and launching an E-commerce platform that attracts over 600,000 site visits per year.

The Role:

• Lead and manage overall customer care operations, ensuring service quality, effective issue resolution, and consistent customer satisfaction across all categories.
• Oversee service administration activities, including job system operations, cash banking supervision, non-moving item clearance, and monitoring pending jobs and GIT.
• Manage reporting functions, including preparation and finalization of incentive reports, cash and travel reports, and other management reports.
• Ensure operational discipline and performance by monitoring staff conduct, providing guidance, and upholding organizational service standards.
• Maintain and improve the service environment, overseeing cleaning and maintenance operations and ensuring adherence to cleanliness and discipline standards.
• Monitor and enhance call centre performance, ensuring high-quality customer interactions and effective resolution of inquiries and complaints.

The Person:

• Proven experience in customer care, service administration, or operations management.
• Educational qualifications such as a Degree or Diploma.
• Strong leadership and people management skills with the ability to supervise multidisciplinary teams.
• Excellent communication and interpersonal skills, capable of managing multiple stakeholder levels.
• High attention to detail with strong analytical and reporting skills.
• Ability to manage workloads, prioritize tasks, and ensure timely completion of operational requirements.
• Strong problem-solving abilities with a proactive approach to improving service operations.
• Strong sense of responsibility, discipline, and commitment to maintaining service standards.
• Competency in handling financial reports, cash operations, and incentive validations.
• Ability to manage fast-paced environments and adapt to operational challenges effectively.

Note: We kindly request that only genuinely interested candidates apply for this position. If you are truly passionate about the role and confident in your fit, we would love to hear from you.