Service Center Network Development

Responsibilities :

• Manage & develop service network expansion for both of DSC & ASC
• Setting customer service goals for team members and helping them reach those goals
• Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
• Monitoring service quality by conducting sample checks on calls and emails.
• Liaising with internal stakeholders and following up with external customers on all account related requests
• Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.
• Recruiting, training, coaching and performance managing the customer service team Making weekly and monthly reports and surveys

Requirements :

• Candidate must possess at least Bachelor's Degree, Master's Degree/Post Graduate Degree in any field.
• Fluent in english
• At least 10 years experiences in service area of consumer goods companies.
• Excellent communication skills, both verbal and written
• Excellent Inter-personal Skills
• Entrepreneurial, self-starter with hands-on approach
• Flexible and open to changes and able to manage multiple tasks in restricted timeframes
• Be able to take critical decisions and handle stress
• Team leader, persuasive and innovative
• Thriving at Microsoft office (Power point/Excel/Word) and Visio
• Logically and analytically minded
• Detailed oriented and Numbers friendly