POSITION SUMMARY:
To drive efficiencies and initiatives to scale cost in the service delivery such as right diagnosis and dispatches of parts and engineers and migrate customers to more self-help tools.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
· Driving the development of call center annual plan to reduce spending and to achieve regional targets for cost of Dissatisfaction
· Identify performance gap to cost of dissatisfaction, appropriately leverage technology such as web support & email, and process improvements to achieve continuous and sustainable improvements in operation effectiveness without negative impact to customer satisfaction
· Serve as the champion for business process improvement projects (BPI)
REQUIREMENTS:
Set out the qualifications, experience and skills that are essential for the position
· Bachelor's degree or equivalent with a minimum 7 years’ experience in customer service or related quality management experience.
· Strong operational and management background with proven ability to lead an organization in customer service and support, by providing clear direction and objectives to teams, as well as inspiring them to take on new challenges and exceed expectations.
· Concrete experience in delivering strategic solutions for call centers and after sale support and service.
· Successful track record in achieving and exceeding operational goals in a high growth business.
· Proven track record in financial analysis
· Excellent communication, presentation and negotiation skills are essential
· Excellent problem solving skills
· Ability to prioritize and take on multiple tasks
· Proficiency in English & Chinese. Japanese language will be an added advantage
