Service Manager

JOB PURPOSE:
To support smooth procedure of after-sales service activities including ensuring service network, spare parts supply chain and maintaining good customer service through operator system and well-controlled customer database.
JOB DESCRIPTION:
1. Call center management:
- Managing the daily running of the call center, monitoring random calls to improve service quality, coaching operators, minimize errors and tracking operative performance.
- Handling the most complex customer complaints or enquiries.
- Reviewing the performance of operators, identifying training needs and planning training courses.
- Prepare management reports for call center operations and KPIs.
2. After-sale Service quality management:
- Set up service network for TV, Cooling, Laundry and Aircon products.
- Provide strategic leadership and direction for delivering after-sale service and support to customers in the most professional manner
- Monitoring & developing operational processes, customer service escalation procedures
- Set monthly KPIs, monitor and improve the service provider operation
- Defining, initiating strategic policies to improve service providers quality performance
- Monthly review service cost to make sure under budget
- Analysis customer service feedback to have proper action on product, service improvement.
- Work closely with factories to solve all products issue
- Coordinate with other relevant sections in resolving service planning and control service issues.
3. Service part management:
- Put in place order forecast, purchasing planning to ensure highest availability of service part for replacement
- Analysis and control part inventory level
- Set up the control and management process of sale, purchasing, inventory effectively.
4. Product regulations and technical training
- Be in charge of arranging product assessment for serving product technical compliance: Safety, Energy label, EMC, ICT...
- Make sure all products be adapted all quality certification before importing & circulating in Vietnam market.
- Be responsible in technical support and technical training to the relevant departments.
Other ad-hoc service tasks assigned by General Manager.