Customer Service Operation Manager
2 days ago
- Develop and execute strategic plans for online and offline service networks based on service needs to ensure consistency in service standards.
- Utilize digital tools such as systems and service data dashboards (e.g., Power BI) to enhance customer service experience and satisfaction across multiple channels, including websites, app, service center and call center.
- Establish and implement a closed-loop Voice of Customer (VOC) management system to analyze satisfaction surveys, complaints, and service reviews, to ensure continuous improvements in service processes.
- Outlet Expansion: Lead site selection, partner evaluation and contract negotiations for offline service center in India, ensuring optimal service coverage in key cities and high potential areas.
- Operation Standardization: Develop and implement SOPs for outlet operations and customer interaction flow, including service processes, environmental standards and dress code, to ensure consistent service quality through regular operational audits and star-rating evaluation system.
- People Management: Oversee outlet recruitment, training and assessment with certification system, and monitor key performance index (KPI), such as staff productivity, space utilization, and per-service cost to optimize resource allocation.
- Customer Experience Optimization: Implement digital tools, such as smart diagnostics and remote support, and collaborate with marketing teams to design exclusive membership benefits and plan promotional activities, such as member day service discount.
- Oversee end-to-end after sales service system by managing service provider performance to ensure compliance with warranty policies, repair standards, and service pricing.
- Implement spare part forecasting, procurement planning and inventory management to optimize logistic efficiency by reducing spart part turnover time and minimizing inventory costs while ensuring service timeliness.
- Conduct regular inventory audits to ensure financial accuracy, and establish loss prevention mechanism by developing safety stock models to mitigate risks associated with logistic fluctuations in India.
- Collaborate with R&D team to develop and implement technical documentation, repair solutions and training programs for technical enablement (e.g., online knowledge base, quarterly technical summits).
- Monitor pre-product launch readiness and establish complaint escalation mechanism to drive root cause analysis and corrective actions for product defects.
- Develop quality data dashboard to identify product issues and to drive design optimization.
- Manage distributors and service provider relationship by designing win-win partnership models, such as service profitability and incentive programs.
- Implement value-added services, such as warranty extension, maintenance package, trade-in programs.
- Oversee India customer service team, which included outlet operation, logistics and technical support, through performance evaluation, talent development and culture integration.
- Prepare operational analysis report to monitor employee's key performance index, such as Net Promoter Score (NPS), store profitability, and spare parts cost control.
- Proven 5 – 8 years of working experience as a Customer Service Manager or Operation Manager.
- Having working experience in automotive or consumer electronic or industrial equipment industries will be added advantage.
- Strong understanding in offline service center operations and after-sales supply chains.
- Familiar with India's local compliance regulations and logistics ecosystem.
- High data sensitivity with the ability to build cost models and scenario analysis to drive strategic decision.
- Able to lead and manage diverse team.
- Language: Mandarin and English.
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