Position Summary
1. Establish goals regarding market quality, and manage market quality index in order to achieve the goals.2. Identify and analyze the market defects and customer complaints and share with the relative departments to solve problems.
Role and Responsibilities
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CS Operations Overall Key Performances Index (KPI) management:
- Monitor overall CS operations performance thru pre-defined system and index.
- Analyze KPIs and conduct comprehensive report to CS management.
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Sales Support Management:
- Main contact of CS Sales Support management to stakeholders.
- Execution to CS sales products: Service Package (B2C, B2B, SC+), Value-Added Services.
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Data Analysis:
- Set up model of data analysis for overall CS operation report and dashboard.
- Improve accuracy of data and avoid abnormal or mis-matching claims.
- Study CS operation productivity improvement based on data analysis.
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Operation Planning:
- Execution to CS processes, policies to improve CS service quality and sales support.
- Set up model of market sensing to report with CS management for operation planning and development strategy.
Skills and Qualifications
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Major area:
- Business:
- Customer service operations
- Management:
- Service Package, Value-Added Services (VAS)
- Warranty Healthy Auditor (WRMD management, investigate warranty claim vs actual Service activity, analysis abnormal warranty claim, TV Glass ID, Fenrir, QR, ...)
- UPC (Used Part Collection) improvement
- Operation Planning
- Data analysis.
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Background:
- Education:
- Bachelor degree
- Professional:
- Customer service orientation.
- Expertise of data analysis.
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Comprehensive report and presentation.
- Experience & Skills:
- Preferred experience in customer service business of Electric or electronic, process innovation.
- Good Vietnamese and English speaking and communication.
- Strong team work spirit.
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