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Repair Care Manager

Summary

Salary
The successful candidate will receive a competitive compensation package which will include a base salary and annual performance bonus scheme.
Team
Customer Service
Location
Seoul - South Korea

Description




The role of the Korea Repair Care Manager is to lead and manage the service delivery of a customer repair service function based in South Korea.


This role will report to the Dyson Korea Head of Customer Care, and maintain business partner relationships with the Dyson Korea Team and internal support functions (IT/CRM etc).


The role will be based in the Dyson Korea office, with frequent visits to the 3rd party Repair Centres, with the responsibility of delivering a best-in-class owner experience that is in line with Dyson Global standards.





Accountabilities

•Escalation Management – The role will be a primary contact in ‘escalation issues’ and will be responsible for timely resolution (within agreed parameters), where external consultation is required they will be required to initiate and follow up until satisfactory consumers issues are closed

•Brand Advocacy – The individual will ensure the Dyson brand principles are maintained in every interaction with consumers

•Daily monitoring and supervision of the selected 3rd party in ensuring KPI’s performance is consistently maintained in an efficient manner

•Ensuring the business partner is compliant to contractual and performance obligations, leading regular monthly performance reviews. Where actions are needed for correction they must be developed, implemented and monitored

•Drive efficiency and excellence in repair activities, Core activities are essential however a constant review of additional consolidated efficiencies should be maintained

•Budgetary responsibility for the consolidated repair activity (Contact Centre)

Skills

Experience


•8-10 years’ experience in a Repair Service Centre, with Management experience
•Management of other 3rd party providers for customer service delivery a plus
•Good systems/process knowledge with an emphasis on business process improvement and reengineering
•Excellent track record in developing relevant product knowledge
•Experience in building working relationships across multiple functions
•Extensive experience in consumer focused businesses
•Degree qualification or above


Skills


•Proven expertise in world class repair care best practices
•Excellent team leadership abilities
•Exceptional Influencing skills
•Excellent personal and business presentation skills
•Strong team player capable of building and motivating teams
•Proven business planning capability
•High level of communication skills (English and Korean) both verbal and written

Benefits

The successful candidate will receive a competitive compensation package which will include a base salary and annual performance bonus scheme.