Архив: Customer Service Manager. Москва.

Описание

Обязанности:

Overall Process Management

Ensuring safe, smooth and efficient running of CS (in order to achieve customer satisfaction, loyalty and retention), Controlling resources and assets utilization to achieve stated qualitative and quantitative targets, Ensuring proper maintenance of assets, tools, equipment and materials of CS, Ensuring the required stock of spare parts and materials, Ensuring all actions of CS are recorded and documented in accordance with the local legislation and corporate policies and procedures, Planning and monitoring workloads within the CS (to anticipate impact of delays due to team members being absent for leaves, holidays or sickness), prioritizing targets, Evaluating the impact of work delays, interruptions or changes in plans to develop appropriate course of actions, Analyzing procedures and activities of CS in order to identify and present opportunities for improvement of the CS practices, applying best practices and solutions, Developing, improving and maintaining CS procedures, policies and standards, Reporting of significant issues or concerns identified during the CS activities.

CS Team Management

Managing Watchmakers, Division Supervisors, Assistants and Coordinators, Ensuring CS employee compliance with security rules and regulations, Managing CS team productivity, ensuring CS team performance meets the established quality and productivity targets, Ensuring CS employees understand the duties, policies and procedures of their job, aware of procedures for using equipment, Analyzing, planning and controlling CS headcount, stuffing needs, Interviewing candidates for CS vacancies, Managing new CS employee on-boarding and orientation processes, Identifying talents, developing CS talent pool, Planning and implementing CS employees training and development programs, Conducting regular Performance Appraisal for CS employees, Identifying and resolving in cooperation with HR Department any personnel issues.

Partner Service Centers

Planning and organizing trainings for watchmakers of partner companies, Organizing and conducting evaluation of partner authorized service centers in accordance with the corporate standards & rules.

Budgeting & Reporting

Planning and preparing annual CS budgets, scheduling expenditures, following up during implementation, Preparing daily, weekly, monthly reports in accordance with the company policy, Analyzing statistics, Maintaining communication with HQ. Требования: Bachelor's Degree in Business Administration or a related field, 5+ years of proven working experience in a similar position within the international companies, Demonstrated ability to interact effectively with the company HQ and execute approved by HQ decisions, Strong people management skills, Fluent English. Условия: Competitive compensation package (negotiable with a successful candidate), Medical and life insurance, Company product allowance, Mobile phone compensation, Kurskaya metro station.

Dear applicants, please indicate your salary expectations in the covering letter.

График

Полная занятость, полный день

Компания

Ооо swatch group (rus)

Опыт работы

3–6 лет

Город

Москва

Категория

Рабочий персонал