97521 - Customer Service Specialist - Office Printers

- Working location: Binh Thanh district

, HCMC

Providing technical support and resolution to assigned ASPs and customers on the company&039;s products
• Attend to on- site support with ASP when required
• Attend to on- site support for local and outstation customers, especially on critical cases
• Provide ASPs with periodic technical updates on company&039;s products, Service Manuals and Adjustment Program
• Liaise with ASP daily by email/ phone to resolve technical issues
• Provide prompt technical and service support to our ASPs and customers
• Be proactive in obtaining countermeasures from head office on chronic technical issues

Call Centre management
• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer’s issues/inquiries
• Conduct audit and performance reviews with the Operation Management team
• Check and follow up daily on calls pending over at assigned ASPs
• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved

Operation improvement activities
• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)
• Ensure repair jobs are completed within TAT
• Implement refurbishment activities
• Propose improvements to operation processes for optimization of resource utilization
• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs
• Improve workshop cleanliness

Manage ASP performance
• Prepare and submit daily and monthly report on ASP performance and pending RMAs
• Conduct periodic visits to ASPs to evaluate their image and professionalism
• Implement audits on ASPs to ensure compliance to company ASP processes and procedures
• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time,)

Product Safety & Compliance
• Conduct regular reviews of departmental policies with Head of Department
• Ensure all relevant documents and test reports are in order prior to Type Approval application
• Ensure upkeep of Type Approval certificates in Product Certification System
• Ensure all products equipped with radio communication functions comply with local regulations before product launch
• Champion product safety lessons learned for continuous improvement
• Conduct monthly product safety update briefing with relevant departments

ASP Audit
• Implement audit and incentive programs to drive service quality by company&039;s Service Partners
• Conduct periodic audits on ASPs to ensure compliance to service processes and policies

Requirements

・Gender: Any
・Education: Bachelor&039;s Degree/ Diploma, major in Printing technology, Electronics or Computer Engineering and Management.
・Language: English- Business Level
・Age: 25- 35
・Experience:
- Experienced in coordinating and providing technical training
- At least 3 years of experience in machine repair (Office printer)
- Experience in Partner management, Service planning
・Others:
- Honest, discreet, and with a high level of integrity
- Innovative thinker with the ability to problem- solve
- Hardworking and patient
- Computer literate (MS Word, Excel, PowerPoint)
- Analytical with attention to detail, operating to a high degree of accuracy
- Excellent project management skills
- Ability to engage and motivate people and teams to achieve targets
- Ability to monitor individual and team performance and to address performance issues on a team and individual basis

NOTICE:

Only shortlisted candidates will be approached by RGF&039;s consultant. Your resumes will be recorded in our system, and you will receive our Job Introduction Auto- email with suitable jobs in the coming time. Please check your email regularly to get our vacant job. Thanks so much!

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương

Cập nhật gần nhất lúc: 2024-04-03 11:57:00