Responsibilities:
- Participate in the development of customer relationship management, call centers, process and procedures
- Perform the direct phone call/ email/ letter with customer with customers for CS purposes, survey or complaint resolve
- Work with management on customer services initiatives
- Keep staffs from complying with company guidelines particularly related to process and quality of service
- Update or improve CS procedure and make recommendations.
- Prepare knowledge-based documents
- Provide scripts to read and answers customer during phone calls
- Oversee and assess customer service staff activities through regular performance-related feedback
- Training staff in area of customers service
- Elevate risk issues to management supports monitoring
- Investigate & solve customer service complain
- Collect data and prepare report on customers satisfaction, customer complain & inquiries
- Develop and maintain daily, weekly and monthly report to ensure all information is readily accessible
- Actively join customers events to build up and maintain good relationship with biker communities, groups…
Requirements:
- Bachelors Degree, from 25 years old.
- At least 3 years of customer in customer services & previous experience in a supervisory role preferred
- Having working experience in automobile or motorcycle industry is a plus
- Extensive knowledge of customers service principles and procedures
- Ability to coach and mentor staffs
- Ability to deal with problems involving several concrete variables
- Define problems, collect data, establish facts and draw the valid conclusion
- Outstanding communication skills both written and verbal
- Excellent in phone etiquette
- Proficient in Microsoft office or related software