
Customer Service I Field Operations Manager
2 days ago
To be assigned in Customer Service Department, we are looking for a Field Operations Manager with the following qualifications:
- Overseeing the day-to-day operations of the customer service department, ensuring that Samsung customers receive top quality support and services.
- Partner and performance management of related companies to ensure providing top class journeys and operation flows. Monitoring performance results and applying differentiated services/processes to key channels such as brand shop, chain stores & operators.
- Responsible for end-to-end management of strategic/differentiated after-sales projects, creating and managing partner & vendor contracts, monitoring SLA's, and procurement processes.
- After-sales responsibility for Samsung brand refurbishment processes, projects, and buyback & trade-in partner support.
- Monitoring customer service metrics: evaluating department processes, individual results, and preparing regular reports. Keeping track of key performance indicators such as customer satisfaction, TAT, quality, and cost metrics to identify areas for improvement and optimize the operation.
- Coordinating with other departments such as marketing, sales, support, and related departments in the customer service division to ensure that customer needs are met across all areas of the business. Taking ownership of improving the customer experience journey by working cooperatively with related departments and business partners.
Skills And Qualifications
- Experience in customer service, repair operations, project management, or related functions, preferably within the electronics, telco, or related industries.
- Experience in refurbishment processes, cost perspectives, trade-in & buyback operations would be a plus.
- Strong commitment to understanding customer/operation needs and expectations, driving total satisfaction strategies across service center operations, customer journey, innovations, and supply chain.
- Proficiency in leveraging data analytics to derive insights and identify trends to optimize after-sales processes.
- Ability to collaborate with international teams and adapt strategies to align with global plans.
- Advanced English skills, excellent written and verbal communication skills.
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.).
Mid-Senior level
Employment typeFull-time
Job functionCustomer Service
IndustriesComputers and Electronics Manufacturing
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