Customer Service Manager/ Senior Manager- Consumer Electronics Products Toàn thời gian

Floor 23rd, BITEXCO Financial Tower No 02 Hai Trieu St., Ben Nghe ward, D1, HCMC
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Mô Tả Công Việc

• Managing National wide Services Network for Consumers Electronics (CE) product categories:
o Making strategy plan for CE Service network in line with business strategic management plan, stretch plan & business growth. Which covers Service Centers nationwide including Customer Service Plaza (CSP), Major Service Center (MSC – Exclusive Samsung Service Center), Authorized Service Center (ASC – Multi brand); Collection points and the subsequence to go along side with the business development.
o To ensure the network coverage built up and expansion planned follow the business strategy plan and execution in terms of business size and product portfolio.
• CE Dealers Support Management: To anticipate apart into the Dealer Support Management mandate to ensure fulfillment for Dealers’ inquiries which including but not limited to:
o Responsible for monitoring and making improvement plans on all Dealer Support Operations key performance indexes (KPIs) such as VOD handling, Correspondence, SLAs…
o Collaborate with business units to customize and optimize the processes upon required for each particular strategy dealer based on the company standard policy and process to ensure full support for business strategy customized.
o Manage the Stock repair and other supports to Dealer such as FOC repair, discount repair to ensure they are strictly followed company policy but be still dealer supportive by a business supportive manner.
o Setup, monitor & manage for the processes and daily operations between nationwide Service centers network and dealers to make sure pending are tracked and managed properly and timely.
o Conduct system training as needed on various system improvements and implementation to ensure process efficiency within the service network.
o Formulate and recommend policies and procedures which will optimize service operational processes.
o Setup and implement for Dealer Satisfaction survey and improvement action plan that need to be built and followed accordingly and properly.
• Technical Support for CE Products:
o Managing for all inquiries relating to Technical support requirement from all sources which including but not limited to nationwide service centers, call center, interdepartmental, dealer…
o To provide the technical training to the Service network for the Technician, Receptionist; Warehouse keeper… and any related PIC in the SVC that needs to know SS CE product technical knowledge; and Call agents in Call center.
o To make sure the readiness for the new product launching in terms of providing the technical training to the related counterparties especially the repair skill readiness to the Technician.
o To make and provide the relevant Product Value Information related to the new product which including Software, Service Manual, Training Manual, Service Bulletin, Repair Tip, Consultant Tip but not limited to the contents to be uploaded on the website to support the customer.
o Make sure to comply with government requirement for new product launching. And pre-launching product field test is also involved just in case required.
o To handle for all product liability related that strictly follow the HQ guideline accordingly and properly.
o Market Initial Quality Management by monitoring for the ASR index for new product launching; Reporting to the management for the awareness in time and working with the related counterparties for the countermeasure.
o To work with related counterparties in setting up for the related KPIs and its targets. Drive the team to ensure all KPIs are hit..
• Service Strategy Plan: To participate with HoD for strategy plan and drive execution to make sure maintaining the No. 1 Customer Satisfaction in the market that creates the service differentiation to the market.

Yêu Cầu Công Việc

• Major area:
o Business:
 Customer service & Customer satisfaction
 Managing Customer Service Network
 Operations Management
o Management:
 Strategy planning and project management Leadership
 Big size organizational people management
 Operations cost management
• Background:
o Education:
 Bachelor degree in Electrics, Electronics, Telecommunication
 Professional skill:
- Report / Presentation skill
- Vietnamese & English speaking and communication skill
o Experience & Skill:
 Customer Service Operations managing with business oriented. And experienced in Electronics & Telecommunication market is advantage
 Leader of department with more than 10 staffs direct and over 100 staffs indirect in a multination organization
 Good communication & relationship with co-worker
 Detailed analysis & strong management
 Strategy planning & process renovation

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