ASP Management Specialist (Customer Service)

Responsibilities

• In charge of the service center's routine operation and development of operating targets.
• Generation of ASP Daily Pending cases.
• Data gathering and analyzing daily pending.
• Communicating pending cases and updates.
• Timely escalation and internal communication of major service issues and status updates is required to ensure alignment across departments and avoid delays in resolution.
• Analysis on the ASP pending cases, assess TAT and impose penalties for case management.
• Handling incoming escalations coming from distributor, dealer and customer (i.e., customer complaint cases, DTI cases, process-related escalations, approval requests).
• Consolidate efforts and synchronize consensus among multi-departments such as Technical Department, Finance Department, Logistics and Parts Department, etc.
• Overseeing overall service operations of ASP (manpower, productivity, results).