Customer Service Manager
Negotiable
Full-time
5~10 years
Refresh at 7 months ago
11 Views
4 Apply
Shenzhen
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Job responsibilities
* Fulfill global customer service demands by managing both the in-house team and outsourced multilingual contact centre.
* Lead, coach, develop and train the Customer Service Specialists
* Fulfill regional demands on tailored customer service and after sales services.
* Assess daily/weekly/monthly quality of service and generate customer experience reports.
* Drive the continuous improvement of customer service operation through process optimization.
* Identify key areas of improvement and partner with management team to implement policies, procedures, product improvements and training programs to address those areas.
* Manage customer related costs.
* Limited international travel may be required.
Job requirements
* Bachelor's degree or higher.
* Minimum 5 years of working experience, among which 3 years or more in customer service related field. COPC certification is a bonus.
* Capable of fluent business communication in both Chinese and English.
* Capable of sourcing, securing and managing outsourced call center.
* Capable of conducting business analyses and generating reports using tools such as Word, PowerPoint, Excel or SQL.
* Capable of managing projects independently. PMP certificate is a bonus.
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