Oversee and lead the Customer Service team to provide "in-office" after-sales support in order to achieve the company’s customer service and retention goalsExpand telesales/telemarketing portfolio to increase sales to achieve company’s profitability
Manage operating departmental budgets and costs according to annual allocation to ensure efficient usage of resources, where applicableLead the development and enhancement of Customer Services policies, processes and standard operating procedures to improve operational efficiency and client/customer serviceEstablish performance standards and goals for all Customer Service representatives to achieve the company’s customer service and retention goalsAssign and direct the workflow to ensure service excellence is delivered through appropriate staff planning and schedulingAuthorize and ensure validity of customer return requests, product quality issues, product exchanges, returns, credit notes, etc.Identify training needs for Customer Service representatives. Conduct training to achieve goals and service excellence standardsEstablish and maintain timely and thorough reporting to the relevant stakeholders on Customer Service managementLead continuous improvement initiatives to enhance operational efficiencies toward achieving customer satisfaction objectivesCollaborate with cross-functional teams to ensure alignment of processes and procedures to provide timely, effective and efficient service to customersEstablish and maintain good working relationships with clients/customersLead and expand telesales/telemarketing portfolio by generating sales and acquire new clients to subscribe the service
Bachelor’s degree in Business Administration, or an equivalent degreeKnowledgeable in customer service principles and practicesProven SAP knowledgeProven experience in call center/customer service and sales environmentsProven ability in multi-tasking and prioritizing workloadHigh attention to detail, follow-through and accuracyDemonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)Demonstrate fluency in English, both written and spoken
Type : Company job
Role : Senior Manager
Industry : Others
Salary : Not Disclosed
DKSH is the leading Market Expansion Services provider with a focus on Asia. DKSH helps other companies and brands to actively grow their business in new or existing markets. Publicly listed on the SIX Swiss Exchange since 2012, DKSH is a global company headquartered in Zurich. With 825 business locations in 37 countries – 800 of them in Asia – and 31,970 specialized staff, DKSH generated net sales of CHF 11.0 billion in 2017. The company offers a tailor-made, integrated portfolio of sourcing, marketing, sales, distribution and after-sales services. It provides business partners with expertise as well as on-the-ground logistics based on a comprehensive network of unique size and depth. DKSH was founded in 1865. With strong Swiss heritage, the company has a long tradition of doing business in and with Asia and is deeply rooted in communities and businesses across Asia Pacific.