At Pacifica Continental, we are currently working with a leading global electronics company in search of a Contact Center Manager to join their team!
Position Title: Contact Center Manager
Division: Contact Center Operation
Team/Group: Customer Satisfaction
Role Objective
? Responsible for SEASA's Contact Center operation through all the channels: call center, chat, Samsung.com, etc.
? Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.
? Provide efficient solutions to customers by developing and operating online contents. Also responsible for all the customer´s VOC and claims.
? Focus on providing the best solution for the customer and the company, analyzing cost for the company and offering to the customer.
Minimum Requirements
? Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar.
? Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech, consumer electronics.
? Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platform.
? Languages: Fluent English
Areas of responsibility Customer Experience Management
? Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation.
? Analyze all the processes that customers experience and participate in providing suitable customer services accordingly
- Measurement Criteria: FCR, NPU, VOC indicators
Quality Management
? Responsible for area KPIs.
? Analysis regarding metrics and improvement resolutions.
? Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.
? Responsible for surveys administration, results follow up and improvement plans
- Measurement Criteria: percentage for each indicator. CPR, RCR, CAR, SL, CSS, NPS
Customer Support Management
? Responsible for vendor operation, SLA, quality and control.
? Provide efficient solutions to customers by developing and operating online contents.
? Perform activities for customer support by developing contents for customers to find solutions for problems through online
- Measurement Criteria: FCR indicator
Remote Customer Support
? Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.
- Measurement Criteria: percentage of interactions with remote support over the total of interactions.
Market Research Management
? Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.
? Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices.
? Benchmark with other LAO subs to understand team structure and try to replicate best practices.
- Measurement Criteria: LAO's best practices sessions attendance.
Others
? HQ point of contact.
? PIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders
Hybrid modality.
#J-18808-Ljbffr
