97521 - Customer Service Specialist - Office Printers
RGF Executive Search Vietnam
Địa điểm làm việc: Hồ Chí Minh
Hết hạn: 19/03/2024
- Chi tiết công việc
- Giới thiệu công ty
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Mô tả công việc
Mô tả Công việc
- Working location: Binh Thanh district, HCMC
- Monthly Salary: 26M - 34M
1. Providing technical support and resolution to assigned ASPs and customers on the company's products
• Liaise with ASP daily by email/ phone to resolve technical issues
• Attend to on-site support for local and outstation customers, especially on critical cases
• Provide prompt technical and service support to our ASPs and customers
• Attend to on-site support with ASP when required
• Provide ASPs with periodic technical updates on company's products, Service Manuals and Adjustment Program
• Be proactive in obtaining countermeasures from head office on chronic technical issues
2. Call Centre management
• Check and follow up daily on calls pending over at assigned ASPs
• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved
• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer's issues/inquiries
• Conduct audit and performance reviews with the Operation Management team
3. Operation improvement activities
• Implement refurbishment activities
• Improve workshop cleanliness
• Propose improvements to operation processes for optimization of resource utilization
• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)
• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs
• Ensure repair jobs are completed within TAT
4. Manage ASP performance
• Implement audits on ASPs to ensure compliance to company ASP processes and procedures
• Conduct periodic visits to ASPs to evaluate their image and professionalism
• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time,)
• Prepare and submit daily and monthly report on ASP performance and pending RMAs
5. Product Safety & Compliance
• Ensure all relevant documents and test reports are in order prior to Type Approval application
• Ensure upkeep of Type Approval certificates in Product Certification System
• Ensure all products equipped with radio communication functions comply with local regulations before product launch
• Conduct monthly product safety update briefing with relevant departments
• Champion product safety lessons learned for continuous improvement
• Conduct regular reviews of departmental policies with Head of Department
6. ASP Audit
• Conduct periodic audits on ASPs to ensure compliance to service processes and policies
• Implement audit and incentive programs to drive service quality by company's Service Partners
- Working location: Binh Thanh district, HCMC
- Monthly Salary: 26M - 34M
1. Providing technical support and resolution to assigned ASPs and customers on the company's products
• Liaise with ASP daily by email/ phone to resolve technical issues
• Attend to on-site support for local and outstation customers, especially on critical cases
• Provide prompt technical and service support to our ASPs and customers
• Attend to on-site support with ASP when required
• Provide ASPs with periodic technical updates on company's products, Service Manuals and Adjustment Program
• Be proactive in obtaining countermeasures from head office on chronic technical issues
2. Call Centre management
• Check and follow up daily on calls pending over at assigned ASPs
• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved
• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer's issues/inquiries
• Conduct audit and performance reviews with the Operation Management team
3. Operation improvement activities
• Implement refurbishment activities
• Improve workshop cleanliness
• Propose improvements to operation processes for optimization of resource utilization
• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)
• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs
• Ensure repair jobs are completed within TAT
4. Manage ASP performance
• Implement audits on ASPs to ensure compliance to company ASP processes and procedures
• Conduct periodic visits to ASPs to evaluate their image and professionalism
• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time,)
• Prepare and submit daily and monthly report on ASP performance and pending RMAs
5. Product Safety & Compliance
• Ensure all relevant documents and test reports are in order prior to Type Approval application
• Ensure upkeep of Type Approval certificates in Product Certification System
• Ensure all products equipped with radio communication functions comply with local regulations before product launch
• Conduct monthly product safety update briefing with relevant departments
• Champion product safety lessons learned for continuous improvement
• Conduct regular reviews of departmental policies with Head of Department
6. ASP Audit
• Conduct periodic audits on ASPs to ensure compliance to service processes and policies
• Implement audit and incentive programs to drive service quality by company's Service Partners
Yêu cầu
Yêu Cầu Công Việc
Requirements
・Age: 25 - 35
・Gender: Any
・Education: Bachelor's Degree/ Diploma, major in Printing technology, Electronics or Computer Engineering and Management.
・Language: English - Business Level
・Experience:
- At least 3 years of experience in machine repair (Office printer)
- Experienced in coordinating and providing technical training
- Experience in Partner management, Service planning
・Others:
- Ability to engage and motivate people and teams to achieve targets
- Ability to monitor individual and team performance and to address performance issues on a team and individual basis
- Excellent project management skills
- Innovative thinker with the ability to problem-solve
- Hardworking and patient
- Honest, discreet, and with a high level of integrity
- Analytical with attention to detail, operating to a high degree of accuracy
- Computer literate (MS Word, Excel, PowerPoint)
NOTICE:
Only shortlisted candidates will be approached by RGF's consultant. Your resumes will be recorded in our system, and you will receive our Job Introduction Auto-email with suitable jobs in the coming time. Please check your email regularly to get our vacant job. Thanks so much!
Requirements
・Age: 25 - 35
・Gender: Any
・Education: Bachelor's Degree/ Diploma, major in Printing technology, Electronics or Computer Engineering and Management.
・Language: English - Business Level
・Experience:
- At least 3 years of experience in machine repair (Office printer)
- Experienced in coordinating and providing technical training
- Experience in Partner management, Service planning
・Others:
- Ability to engage and motivate people and teams to achieve targets
- Ability to monitor individual and team performance and to address performance issues on a team and individual basis
- Excellent project management skills
- Innovative thinker with the ability to problem-solve
- Hardworking and patient
- Honest, discreet, and with a high level of integrity
- Analytical with attention to detail, operating to a high degree of accuracy
- Computer literate (MS Word, Excel, PowerPoint)
NOTICE:
Only shortlisted candidates will be approached by RGF's consultant. Your resumes will be recorded in our system, and you will receive our Job Introduction Auto-email with suitable jobs in the coming time. Please check your email regularly to get our vacant job. Thanks so much!
Quyền lợi
Chế độ bảo hiểm
Du Lịch
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Du Lịch
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Thông tin khác
Bằng cấp:
Đại học
Độ tuổi:
25 - 35
Lương:
26 Tr - 34 Tr
VND
Đại học
Độ tuổi:
25 - 35
Lương:
26 Tr - 34 Tr
VND
Thông tin chung
- Ngày hết hạn: 19/03/2024
- Thu nhập: 26 triệu - 34 triệu VND
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