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