1. Lead the Korea Client Care Center
• Manage the own dedicated Client Care Centers and "in store" Repair Network: review organization, motivate teams, manage people, enhance capabilities and competencies
• Plan repairs "demand plan" in strategic horizon
• Compare load plan with capacity. Establish action plans to fit "demand" with "repairs" capacity.
• Attend weekly Client Care Meeting with Region office (based in Hong Kong) to exchange information & project update.
2. Ensure Client Satisfaction & overall Customer Service level
• Ensure CCC offers the same exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally for both walk-in guests and incoming calls
• Improve the overall Client experience by ensuring a fast time response to the clients, and by shortening the repair lead-times
• Report quality issues and client feedback to KR office & Hong Kong Region office
3. Monitor and increase Client Care Centers productivity
• Measure the key performance indicators per Repair center and per country, measure the gaps vs target, and identify action plans
• Lead a continuous improvement plan to increase the efficiency
4. Manage the spare parts supply chain efficiency within the region
• Ensure a stock accuracy above 99% in the local warehouse and in Client care center
• Maintain a lean inventory: stock availability to finish the repairs on time, and cash flow optimization
5. Monitor and optimize costs and revenue of repairs
• Build a complete cost mapping of repairs.
• Distinguish cost of spare parts, cost of stock, cost of operations, and logistics costs.
6. Manage the Repair Management System (RMS)
• Provide the gap analysis between the system features, and local exceptions. Write detailed specifications if a customization is needed.
7. Community, Project & Development
경력 및 자격요건
- CS & AS 관련 경력 7년 이상(과장~차장)
- Retail 경력자 우대
- 영어 능통자(홍콩과 직접 Communication)
- people management 경력자 우대
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
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돌아가기
02-6281-5025
alysha@nterway.com
