Архив: Менеджер службы клиентского сервиса (Региональный руководитель: Россия и СНГ). Москва.

Responsibilities

1. Develop and implementation of customer service policies and procedures;
2. Define and control customer service standards;
3. Review and assessment of existing customer service contracts and participation in creating of new ones;
4. Oversee the KPI of agreed customer service levels and standards;
5. Manage customer service on a daily basis
6. Planning, prioritize and delegate work tasks to ensure proper functioning of the department;
7. Ensure the necessary resources and tools are available for quality customer service delivery;
8. Review customer complaints;
9. Tracking of customer complaint resolutions;
10. Handle complex and escalated customer service issues;
11. Control of accuracy of reporting and database information;
12. Analyze relevant data to determine customer service outputs;
13. Identify and implement strategies to improve quality of service, productivity, and profitability;
14. Liaise with company management to support and implement growth strategies;
15. Co-ordinate and manage customer service projects and initiatives;
16. Ensure budget requirements are met;
17. Evaluating and performance management of stuff;
18. Identifying and address staff training and coaching needs.

Requirements

1. Bachelor degree or above;
2. Fluent in English, proficient in minor languages is preferred;
3. At least 5 years of Customer service experience in consumer electronic products industry or related industries
4. At least 2 years on leading positions;
5. Experience in mobile phones business is an advantage;
6. In-depth knowledge of customer service principles and practices;
7. Familiar with relevant technology trends and product knowledge.
8. Work experience with Chinese companies is an advantage.
9. Good at communication, self-organized, hard-working, multitasking.

Conditions and Benefits:

1. Employment in full compliance with the Russian Labor Code;
2. Work schedule is 5/2. Working time is from 9 a.m. - 6 p.m. Saturday and Sunday are weekends.
2. Salary will be discussed with a successful candidate;
3. Paid sick leave (in accordance with the Labor Code of the Russian Federation);
4. Annual leave of 28 calendar days;
5. The office is 1 minute from the metro.