Customer Service Manager – Changsha Site

Summary

Salary
Competitive Salary
Team
Customer Service
Location
China

Description

This is a fast paced and results oriented position. The Customer Service Manager will be responsible in working with a group of customer service experts from Dyson to make sure the premier service is delivered to Dyson owners through 3rd party out-sourced vendors. The focus of this job is to drive owner experience, customer loyalty and NPS (Net Promoter Score) through a majority of online activities.

Accountabilities

The Manager should be knowledgeable on all reporting aspects, communication terminology and technology, and organizational procedures. This Manager is responsible in supporting the Senior CS Manager for coaching, motivating, and developing a team of high skilled, motivated representatives.

 

As a liaison, the Manager is also responsible in managing the Voice of Customer through feedback escalation and complaint handling as well as the NPS analysis with the other internal and external stakeholder functions including but not limited to Pre-sales Customer Service Team, Customer Engagement, Repair Centre, Product Managers, Sales Managers, PR and 3rd party partners.

Skills

 

  1. Success proof in leading customer oriented project or teams, rich experience in Hotline service delivery, E-commerce experience as plus;

     

  2. 5-year plus Customer Center relevant working experience in a fast paced industry with 2 to 3 years’ experience in a mgmt. role, key team player;

 

  1. Data oriented, result driven, passion in adopting new fashioned technologies;

 

  1. Flexibility to meet business needs/operation hours, change mgmt.;

     

  2. Experience in both In-housing and an out-sourced BPO vendor would be advanced;

 

  1. Customer oriented, depth understanding of Quality Mgmt., facilitate NPS into enhancement practices;

 

  1. University degree or relevant, English in both oral and written would be advanced;

 

  1. Experience in training, coaching, performance mgmt. people motivation & development;

 

  1. COPC certificate and/or project experience as plus;

 

  1. Analytical and problem solving skills, project management/vendor management skill would be a plus;

 

  1. The ability to effectively communicate information to all departments and stakeholders;

 

  1. Must be PC literate; MS Office skills (Word, Excel, PowerPoint, Visio) and presentation skills;

     

  2. Can be local based in Changsha, or 50% travel frequency from SH

     

  3. Independent working capabilities  and adapt to changes as a must

Benefits

Competitive Salary & Benefits

Posted: 23 January 2019