招聘Customer Service Mamager 客服经理
2022-11-17 14:10
公司名称：苏州赛文电子科技有限公司
Responsibilities: ？ Deliver the promise - Supervise CS processes to ensure that the right services are delivered according to customer’s needs. - Lead and support the optimization projects of working processes and technology in order to reduce losses and operational costs and ensure speed from the Order entry to Delivery. - Ensure CS inquiries or complaints are being handled on a timely manner and according to internal processes, approvals and controls. - Lead and support optimization process to reduce or eliminate obsolete products and destructions due to returns and rejects. - Drive the team to communicate and ensure the update of any deviation detected in the OS. - Supervise the administration of CS by ensuring the resolution and management of customer complaints, request and suggestions according to internal policies and procedures. ？ Exceed Expectation - Develop and implement CS policies, standards and procedures - Review customer satisfaction levels and analyze improvement opportunities to then generate joint action plans. - Oversee the achievement and maintenance of agreed CS levels and standards. - Identify and implement strategies to improve quality of service. - Liaise with management to support and implement growth strategies, coordinate and manage CS goals. ？ Business Support and Management - Direct the daily operations of the CS team. - Plan, prioritize and delegate work tasks to ensure proper functioning of the department. - Guarantee that the requests from Audit, Compliance and Internal Control are delivered complete and on time. - Ensure that the complete CS KPI is accurate and periodically analyzed, to find the root cause and then create and execute action plans according to the priorities. - Develop an Executive reports for Business Review meetings. - Ensure proper coaching and feedback to the team members, fostering training on technical skills and new knowledge, and evaluating staff performance. - Empower employees to work collaboratively internally and externally with the ability of decision making. - Responsible for the improvement and execution of CS policies and procedures. - Ensure all CS activities support and strengthen the strategic objectives of the overall organization.
Responsibilities: ？ Deliver the promise - Supervise CS processes to ensure that the right services are delivered according to customer’s needs. - Lead and support the optimization projects of working processes and technology in order to reduce losses and operational costs and ensure speed from the Order entry to Delivery. - Ensure CS inquiries or complaints are being handled on a timely manner and according to internal processes, approvals and controls. - Lead and support optimization process to reduce or eliminate obsolete products and destructions due to returns and rejects. - Drive the team to communicate and ensure the update of any deviation detected in the OS. - Supervise the administration of CS by ensuring the resolution and management of customer complaints, request and suggestions according to internal policies and procedures. ？ Exceed Expectation - Develop and implement CS policies, standards and procedures - Review customer satisfaction levels and analyze improvement opportunities to then generate joint action plans. - Oversee the achievement and maintenance of agreed CS levels and standards. - Identify and implement strategies to improve quality of service. - Liaise with management to support and implement growth strategies, coordinate and manage CS goals. ？ Business Support and Management - Direct the daily operations of the CS team. - Plan, prioritize and delegate work tasks to ensure proper functioning of the department. - Guarantee that the requests from Audit, Compliance and Internal Control are delivered complete and on time. - Ensure that the complete CS KPI is accurate and periodically analyzed, to find the root cause and then create and execute action plans according to the priorities. - Develop an Executive reports for Business Review meetings. - Ensure proper coaching and feedback to the team members, fostering training on technical skills and new knowledge, and evaluating staff performance. - Empower employees to work collaboratively internally and externally with the ability of decision making. - Responsible for the improvement and execution of CS policies and procedures. - Ensure all CS activities support and strengthen the strategic objectives of the overall organization.
