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Customer Service Manager, Sea
3 months ago
Southeast Asia TUMI DTC online & offline (Singapore, Malaysia, Thailand, Australia)Reporting to:
General Manager of Southeast AsiaKey Responsibilities:
- Collaborate closely with Customer Service partners, repair center, frontline team, and business heads to deliver top-notch after-sales services and manage escalated cases effectively.
- Set customer satisfaction goals (CSAT and KPIs), KPIs dashboard, and repair analysis.
- Continuously monitor performance analysis to ensure timely customer satisfaction levels, develop new strategies and procedures to enhance customer satisfaction and operational efficiency.
- Oversee the SAP tracer program.
- Coordinate spare parts ordering from Customer Service partners and stores, oversee shipments from China warehouse to markets, and maintain safety inventory levels.
- Prepare monthly KPIs dashboard and repair analysis for senior management review.
- Track the status of Customer Service cases and data accuracy in the SAS system, and address any unusual cases with stores.
- Provide training to Customer Service partners.
- Cross-check monthly billing of repair services and spare parts for management approval.
- Integrate communication systems with service cloud.
- Assist in ad hoc projects as necessary.
Since 1975, TUMI has been crafting world-class business, travel, and luxury essentials designed to enhance, simplify, and enhance all aspects of life on the go. Blending flawless functionality with ingenuity, we are dedicated to empowering journeys as a lifelong companion for movers and creators pursuing their passions. The brand is available globally in over 75 countries at around 2,000 points of sale.Why you'll enjoy working here:
At TUMI, you will discover a dynamic work environment, becoming a part of a community where each team member embodies an entrepreneurial spirit. Associates are valued as essential contributors to the organization and acknowledged for their efforts. We believe in a workplace that offers every individual the chance to make a difference, and our commitment is to equip you with all the tools necessary for success, including guidance for personal career growth, professional training and development programs, and a motivating, stimulating atmosphere, in addition to competitive salaries and comprehensive benefits.What we uphold:
- INNOVATIVE BY NATURE. SUSTAINABLE BY CHOICE. TUMI safeguards the most important things; your belongings and the planet you explore. Our planet is incredible, and we believe it's our duty to preserve it for future travelers. By prioritizing excellence and quality, we ensure that every TUMI product serves a lifelong purpose, backed by stringent testing protocols, exploration of recycled materials, and a global repair network.
- PARTNERS WE BELIEVE IN. Upholding our values by supporting the most vulnerable among us aligns with our mission and is a fundamental part of what we stand for.
promoting wellness, empowering vulnerable communities, and safeguarding the earth's stunning locations. Each year, we expand our philanthropic endeavors to partners dedicated to improving the world. From backing St. Jude Children's Research Hospital in the fight against childhood cancer to Waves for Water, which supplies clean water to communities in need, we proudly endorse the impactful changes they make.
- DIVERSITY & INCLUSION. As a company, we are dedicated to fostering a diverse, vibrant culture that welcomes individuals from all walks of life. Our enduring commitment to diversity and inclusion encourages each of us to bring our genuine selves and unique distinctions to work every day.
- The actual salary offered is influenced by various factors, including qualifications for the position, relevant experience, and other valid business considerations specific to the role or location.
Tumi is an equal opportunity employer committed to cultivating and preserving a work environment in which all applicants, employees, customers, and individuals are treated with dignity, respect, and equality, free from unlawful harassment, discrimination, or retaliation.Job Experiences & Requirements:
- University graduate or higher.
- Minimum of 5 years of solid experience in customer services, complaint handling, and managing Customer Service partners such as call centers or repair vendors.
- Strong sense of ownership and dedication to delivering exceptional Customer Service standards.
- Excellent interpersonal and communication skills with analytical and problem-solving abilities.
- Proactive and capable of thriving in a fast-paced work environment.
- Experience with Salesforce Service Cloud is advantageous.
- Proficiency in spoken English, Mandarin, and Malay.
- Proficient in Microsoft Office.
- Entrepreneurial Spirit: Imagine TUMI as your own company, what steps would you take to enhance customer satisfaction and efficiency? You will act as a creator of orders and a problem solver who takes initiative.
