The Regional Service Manager is responsible for leading the service team with facilitating the processing of service tickets from start to finish for our clients with the utmost sense of urgency, professionalism and high quality required by our brand.
The Global Service (GS) Department is made up of a Global Service Manager based in the US, Regional Customer Service Managers based in the US, Singapore and the UK, with first line service receiving and dispatch being handled by the regional Customer Service Operators.
DUTIES
- Be responsible for the performance of the service execution globally on a day to day operational basis, with emphasis on the US region.
- Responsible for recruiting, training, day to day management, performance, development, and career progression of the US Customer Service Operators.
- Oversee all service tickets on a global basis to ensure that Service Level Agreements (SLAs) are met and are dealt with professionally and efficiently.
- Where necessary, intervene and take ownership of individual service tickets regardless of completion of region to ensure customer satisfaction.
- Provide weekly reports and metrics to clients, management, and internal stakeholders providing status updates of all ongoing service
- Proactively heading off potential problems ahead of time.
- Be the escalation point for clients and where necessary formulate and execute mitigation plans for service calls.
- Be the single point of contact within region to our clients for all strategic service matters and to hold regular face to face client meetings to ensure customer satisfaction.
- Hold weekly meetings with GS to review on-going global service calls, provide support, assistance and guidance to all global operators where necessary.
- Where needed, create and provide quotes and proposals to clients.
- Work closely with the Finance Department and executing financial administration such as managing and approving supplier invoices, verifying material purchases, and updating service agreement paperwork.
- To plan and schedule Routine Inspections (RI) of client sites.
- To continuously identify and implement process improvements to enable improved customer service and efficiency on a global basis
- Maintain and develop relationship with Local Service Partners maintain the Local Service Partner database
- Contribute to, and execute, the Global Service medium to long term strategy including department goals, vision, organization, processes and tools
REQUIREMENTS
- Associates degree or equivalent experience.
- 5+ years customer service experience.
- 2+ years leadership experience.
- Ability to multi-task in a fast-paced environment.
- Strong knowledge of computer operations and applications, including MS Office, Internet Browsing, and the ability to quickly understand security systems.
- Experience in dispatching or security industry environment a plus.
- Excellent written and verbal communication
- Can be proactive and problem solve
- Can work well in a team environment
- Must be highly organized and detail oriented
- Can work independently under minimum supervision
