Customer Care Center Manager
About The Position
Manages Customer Care Center in Korea addressing commercial and logistics support requests, performing outbound sales activities and leads generation. Provides leadership to achieve Customer Care Excellence objectives regarding customer satisfaction and revenue generation activities. Implements processes or tools in order to improve customer care operations efficiency thru all media channels, ensuring the team is effective and efficient. Implement global processes, company policies, guidelines and tools in order to improve customer care operation through all media channels Act as the Single point of contact for internal and external communication. Collaborate with Zone/country management team and other departments Responsible for reporting, budget management, evaluation and planning developments. Serves as a change associate during implementations Ensures coaching activities for CCC are happening at appropriate frequency. Measures and communicates the business impact of coaching activities related to customer experience. #LI-JL2
Requirements
- Understand order process in SAP
- Strong proven leadership of at least 2 years
- Either customer care center or SCM exerience
- Customer oriented mindset
- Fluent in English, both speaking and writing
- Strong coordinator and communicator to suppor the team activities with other divisions
- Solution-oriented enabler to push for results under critical conditions
- Empathy capacity, change management skills
- Proficient computer skills in MS suites (Word, Excel)
Responsibilities
- Manages Customer Care Center in Korea addressing commercial and logistics support requests, performing outbound sales activities and leads generation.
- Provides leadership to achieve Customer Care Excellence objectives regarding customer satisfaction and revenue generation activities.
- Implements processes or tools in order to improve customer care operations efficiency thru all media channels, ensuring the team is effective and efficient.
- Implement global processes, company policies, guidelines and tools in order to improve customer care operation through all media channels
- Act as the Single point of contact for internal and external communication.
- Collaborate with Zone/country management team and other departments
- Responsible for reporting, budget management, evaluation and planning developments.
- Serves as a change associate during implementations
- Ensures coaching activities for CCC are happening at appropriate frequency.
- Measures and communicates the business impact of coaching activities related to customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
