Job Description
<Job Responsibilities> 1. Quality Service Operation & Customer Satisfaction • Continuously find ways to improve Service Coverage • Suitable parts stocking for faster repair • Improve ASP technical competency through training and the release of service bulletins. • Outsourcing Projects • Manage the call center. • Standardize all customer service procedures and policies 2. Service Partner Management Service Network Outsource Vendor • Periodic review and evaluation of Service Partners and Outsource Vendors • Formulate and release Service Partner policy and guidelines. • Service Partner and Outsource Vendor meetings and operational reviews 3. Market Understanding • Gather customer service feedback. • Gather competitors’ service support information. • Analyze customer requirements with countermeasures. 4. Service Product • Launch of an extended warranty offering to the corporate market • Launch a Maintenance Contract, when necessary, as an outwarranty service offering to the corporate market 5. Showroom and solution center management • Responsible for managing the solution center and showroom operations. • Enhance the product display and brand 6. Other tasks and reports as required
Job Requirement
<Necessary Skill / Experience > - Education Background: Degree in Business Administration or equivalent, with at least 10 years in Customer Service Management at a trading company - Language: English - Business Level - Experience: Have proven experience at a CS Manager position in global principal IT companies, which includes experience in: 1. Manage Call Center 2. Manage spare parts 3. Manage ASP (authorize service partner) 4. Have skills in building and developing the CS dept’s workflow, process … to enhance customer satisfaction. • Customer handling skills & understand customer/sales and service channel expectations in different market segments for different products. • Spare part management. • Risk management (part of business management) • Performance management • Process reengineering. • People Management - Personal Characteristics & Behaviors • With very good leadership skills • Good communication skills • Systematic, organized, able to work under stress and fast-paced environment