Service Department Director

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The Service Department Director is responsible for overseeing customer service strategies, managing performance indicators, and driving operational excellence to ensure a high-quality customer experience.

Responsibilities

• Overseeing customer service strategies to exceed customer expectations end-to-end, handling escalations and resolving issues effectively
• Manage keys performance indicators to measure service effectiveness and ensure goals are met as a company direction and goals, initiate a customer service strategy, set key task and monitoring
• Driving operational excellence by optimizing service center performance and managing service workflows
• Analysis of data to identify the room for improvement and generate value of customer service
• Review and revamp a service policy with cleared communication to users
• Collaborating with cross-functional team to ensure seamless and consistent customer experience across all touchpoints
• Leading and developing a high performing team to ensure service delivery across customer expectations
• Manage a service budget, initiate cost optimization and manage risk with accuracy and transparency
• Provide decision making for some urgent case, bring it to set up standard process and implementation.
• Build the lasting relationship with partners and develop partners for high performing

Requirements

• We prefer you have consumer electronics products experience.
• At least 5 years experience in after-sales service
• You are able to work autonomously, creatively and with great attention to detail, and have well-developed analytical skills
• You are proactive and results-focused
• You have excellent knowledge of Microsoft office word, excel and PowerPoint.
• You have at least 3-5 years management experience.