Customer Service Manager Epson Vietnam Co., Ltd.

Reporting to managing director (Japanese)
Subordinates: Presales, post sales, call center and spare parts management
JOB PURPOSE
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
- Foster teamwork and maintain a highly motivated Customer Support team through effective leadership, communication, and guidance.
- Collaborates with Regional Customer Support to ensure local objectives and directions are aligned with regional direction.
CRITICAL ACCOUNTABILITIES
Quality Service Operation & Customer Satisfaction:
• Outsourcing Projects
• Suitable parts stocking for faster repair
• Manage the call center.
• Continuously find ways to improve Service Coverage
• Improve ASP technical competency through training and release of service bulletin.
• Standardize all customer service procedures and policies
Service Partner Management
Service Network
Outsource Vendor
• Periodic review and evaluation of Service Partners and Outsource Vendors
• Service Partner and Outsource Vendor meetings and operational reviews
• Formulate and release Service Partner policy and guidelines.
Market Understanding
• Gather competitor’s service support information.
• Analyze customer requirement with countermeasure.
• Gather customer service feedback.
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

EDUCATIONAL QUALIFICATIONS
• Degree in Business Admin or equivalent with at least 10 years in Customer Service Management at trading company
RELEVANT EXPERIENCE
• Performance management
• Process reengineering.
• Customer handling skills & understand customer/sales and service channel expectation in different market segment on different products.
• Spare part management.
• People Management
• Risk management (part of business management)
PERSONAL CHARACTERISTICS & BEHAVIOURS
• Systematic, organize, able to work under stress and fast- paced environment
• Good communication skills
• With very good leadership skills

13th month salary Payment

Personal Accident and Healthcare Program for employee

Professional Working Environment

Cập nhật gần nhất lúc: 2024-04-03 13:39:14