Service Manager (German Speaking)

Mô tả Công việc
Principle duties:
Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry., with a demonstrated ability to improve customer service delivery and operational efficiency through these channels
Responsibilities
1. Project management
Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)
Make sure new projects are implemented successfully, by:
Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals
Coordinate with other relevant people/departments for project testing/UAT
Gain sufficient project requirements and transfer the knowledge to related people through training
Support/supervise Service Assistant during project running
Monitor project on a daily basis and make improvements/adjustments when needed
Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved
2. General management
Provide accurate and timely information for related departments when required
Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects
Cooperate with Operations Management unit to have proper resource planning
Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency
3. Others
Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed
Escalate to higher management for anything which is beyond authority or poses risks to the projects
Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry., with a demonstrated ability to improve customer service delivery and operational efficiency through these channels
Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)
Make sure new projects are implemented successfully, by:
Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals
Coordinate with other relevant people/departments for project testing/UAT
Gain sufficient project requirements and transfer the knowledge to related people through training
Support/supervise Service Assistant during project running
Monitor project on a daily basis and make improvements/adjustments when needed
Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved
Provide accurate and timely information for related departments when required
Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects
Cooperate with Operations Management unit to have proper resource planning
Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency
Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed
Escalate to higher management for anything which is beyond authority or poses risks to the projects