Provides leadership to Customer Service Department by achieving operational efficiency, to reach excellent customer satisfaction, and generating service business at a reasonable cost.
Responsible in the overall management of a national service partner network, technical support, call center, spare parts management, showroom and solution centers.
Increase the quality & efficiency of customer service through process improvements and policy formulation to be more competitive in the market
Collaborates with Regional Customer Support to ensure local objectives and directions are aligned with regional direction.
Foster teamwork and maintain a highly motivated Customer Support team through effective leadership, communication, and guidance.
CRITICAL ACCOUNTABILITIES
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 release of service bulletin.
Outsourcing Projects
Manage the call center.
Standardize all customer service procedures and policies
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
Market Understanding
Gather customer service feedback.
Gather competitor’s service support information.
Analyze customer requirement with countermeasure.
Service Product
Launch of an extended warranty offering to corporate market
Launch a Maintenance Contract, when necessary, as an out-warranty service offering to corporate market
Showroom and solution center management
Responsible for managing solution center and showroom operation.
Enhance the products display and brand
Other tasks and reports as required
Yêu Cầu Công Việc
Degree in Business Admin or equivalent with at least 10 years in Customer Service Management at trading company
Customer handling skills & understand customer/sales and service channel expectation in different market segment on different products.
