Service Manager (German Speaking)

Principle duties:

Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry., with a demonstrated ability to improve customer service delivery and operational efficiency through these channels

Responsibilities
Project management

Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)
Make sure new projects are implemented successfully, by:
Monitor project on a daily basis and make improvements/adjustments when needed
Gain sufficient project requirements and transfer the knowledge to related people through training
Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals
Support/supervise Service Assistant during project running
Coordinate with other relevant people/departments for project testing/UAT
Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved

General management

Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects
Cooperate with Operations Management unit to have proper resource planning
Provide accurate and timely information for related departments when required
Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency

Others

Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed
Escalate to higher management for anything which is beyond authority or poses risks to the projects

*** Education:

University degree or equivalent training, experience.
Good at German (B1 – C1) and English is a plus

*** Technical skills and experience:

Understanding of company business
Knowledge of IT is a plus
MS Office (Word, Excel, PowerPoint)
At least 2- 3 years of working experience as related position

*** Soft- skills:

Negotiation skill
Planning and analytical skill
Leadership and supervision skills.
Customer centric mindset
Communication and interpersonal skills.
Team working skill
Customer service industry experience: tourism, hotel reception staff, call center/helpdesk, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners
Problem solving
Presentation skill

*** Attribute:

Hardworking
Good team player
Strong multi- tasking abilities
Innovation and creativity

Notes: “By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND- CP on personal data protection.”

Laptop, Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm, CLB thể thao

Cập nhật gần nhất lúc: 2024-11-26 12:05:03