Customer Service
   
 
Customer Service Director (Base in Kuala Lumpur, Malaysia)
Ref No: ESD842

Circa MYR 350,000 p.a.

Our client is an established global Digital Group with strong brand recognition throughout the world. Due to its management rotation and development policy, it has an excellent opportunity for a top-notch professional to join them in their Consumer Electronics and Appliances division. The Malaysian subsidiary generates more than USD 1 Billion p.a. in revenue from consumer electronics products and electrical appliances. They have an opening for a dynamic professionals to join them as Customer Service Director.

Responsibilities

  • Reports to President of Malaysia
  • Responsible for Customer Service, Call Center, Help Desk, Outsourced Repair Partners, Enterprise, Parts Planning and etc.
  • Support Management to ensure key alignment and success measurement against industry professional customer experience standards
  • Monitor and evaluate the team's performance against KPIs
  • Ensure, with Senior Team Leader Support, competencies are evaluated and developed as required to bridge any gaps in performance or call outcomes
  • Accountable for the consistent performance of assigned collection functions in meeting and/or exceeding daily, weekly and monthly objectives
  • Provides daily leadership to customer service staff to meet customer expectation.
  • Ensures timely processing of customer orders and helps resolves customer disputes.
  • Identifies system and workflow improvements to enhance the team's efficiency.

Qualifications

  • Degree in any field of studies or equivalent
  • At least 10 years of working experience in management role on customer service or related field
  • Capable of building strong relationships across business functions, and working as part of a team.
  • Proven track record of implementing quality customer service initiatives in a large organization and able to demonstrate the tangible benefits from an operational point of view.
  • Experience of design in best practice service principles, solutions and operating models.
  • Strong negotiation and interpersonal skills
  • Possess strong analytical & supervisory skills
  • Experience in Customer Experience Management in the area of Pre-sales and Post-sales.
  • Able to work with multi-functional teams to identify opportunities especially in the area of synergy with sales.

Career prospects are excellent for a high performer in this challenging environment.

Those interested, please send your CV to ExecSearch@peoplenetassociates.com .All enquiries and applications will be handled in strict confidence. Please visit us at www.PeoplenetAssociates.com or www.twitter.com/PeoplenetCareer for more information on career opportunities. We regret that only shortlisted candidates will be notified. Unsuccessful applications will be kept on file for future opportunities.
Thank You for your interest.

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