You will be working with a Germany based electrical manufacturer. They have presence in more than 40 countries. You will be managing the regional customer service.
Job Scope:
- Develop and execute a comprehensive customer service strategy for the Asia region aligned with the company's overall business strategy.
- Monitor and analyze customer feedback and current processes for areas of improvement; implement action plans and allocate resources accordingly.
- Set and approve targets for the functions within the Asia customer service hub, ensuring their achievement.
- Manage the customer service organization to deliver outstanding service, meeting or exceeding customer commitments.
- Provide regular reports on customer service performance to senior management and handle escalations.
- Ensure compliance with relevant regulations and standards related to customer service.
- Collaborate with Frontline Sales to identify and capitalize on cross-selling and upselling opportunities.
- Lead the customer service team through coaching and performance management to foster a positive environment, encouraging employee retention and satisfaction.
Requirements:
- Preferably 10 years of experience in B2B customer service, preferably in manufacturing or trading industry
- Preferably 3 years of customer service team management experience, covering multiple countries
EA Licence: 17C8713
