Responsibilities
• Forecast inbound and outbound call volumes and manpower requirements.
• Develop and implement customer service policies and standards to optimize efficiency and enhance overall customer satisfaction.
• Monitor service levels, availability, and NPS results, analyzing data to identify areas for improvement and implementing corrective actions as needed.
• Conduct regular performance evaluations and provide ongoing support to team members to help them achieve their goals.
• Coordinate with other departments to enhance the customer experience and plan service marketing campaigns to boost sales growth.
• Manage installation service partners, review and negotiate service contracts, and coordinate internal/external audits. Implement new systems (SAP, OFS, B2B, B-mobile) and establish improved workflows.
• Handle urgent cases, maintain a positive service image, address customer complaints, and manage spare parts purchasing and inventory to improve supply flow and reduce costs.
• Manage staff and agents from the back office and call center, addressing work-related questions and issues.
• Oversee the service order process and assist in resolving customer problems.
• Implement call center systems and prepare various reports upon request, including growth category and service order analysis.
• Resolve subordinate work issues and promote workplace harmony among colleagues.
