- Develop strategies and master action plans for CS operation in collaboration with brand HQ and Corporate CS
- Implement the strategy and master plans
- Identify and develop the internal/external projects for continuous improvement
- Set the strategic direction and instruct department managers to define and deploy their tactical objectives
- Promote the high Group image and defend its interests on the market
- Build up and maintain an effective organization
- Set up common business model for contact center competencies
- Develop go-to market strategy for watchmaking service sales and marketing activities
- Build up and manage service sales & marketing organization
- Collaborate with brand managers to develop the marketing and service sales training programs to boost watch sales
- Leverage various service sales offerings – versatile service offerings to choose – to satisfy customer
- Develop online platform such as online payment, chat-bot to support from service enquiries to purchase
- Corporate CS collaboration; provide consultancy and best practice experiences to Corporate CS
- Define job descriptions for department, select qualified employees, motivate the team and create an environment of overall collaboration and communication
- Conduct formal performance appraisals and provide ongoing feedback on performance
- Develop staff skills and training to enhance customer’s satisfaction as well as their loyalty to work
경력 및 자격요건
- University degree or above
- More than 15 Years of experience in CS operational managment of multi-national company and at least more than 5 years in people management position
- Business planning & process improvement experience
- Experience in contact center management and customer complaints handling
- Project management experience
- Knowledgeable with overall customer service operations
- Independent and well-organized, experienced with supporting, and supervising crossfunctional projects
- Excellent communication, coordination, analytical and influencing skills
- Professional, proactive, decisive, highly self-motivated, adapt and quality driven mind-set
- Having problem-solving skills, team player and coaching skills
- Basic financial management skills
- Strong capabilities in statistics, analysis & reporting
- Fluent in English in written and verbal - SAP or any other ERP/MRP system experience is required.
- Technical knowledge of watches will be plus
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
돌아가기
02-6281-5025
alysha@nterway.com
