At Pacifica Continental, we are currently working with a leading global electronics company in search of a Contact Center Manager to join their team!
Position Title: Contact Center Manager Division: Contact Center Operation Team/Group: Customer Satisfaction Role Objective ● Responsible for SEASA’s Contact Center operation through all the channels: call center, chat, Samsung.com, etc.
● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.● Provide efficient solutions to customers by developing and operating online contents.
Also responsible for all the customer´s VOC and claims.
● Focus on providing the best solution for the customer and the company, analyzing cost for the company and offering to the customer.
Minimum Requirements ● Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar.
● Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience.
Preferred: Telcos, tech, consumer electronics.
● Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center.
CRM platform.
● Languages: Fluent English Areas of responsibility Customer Experience Management ● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation.● Analyze all the processes that customers experience and participate in providing suitable customer services accordingly - Measurement Criteria: FCR, NPU, VOC indicators Quality Management ● Responsible for area KPIs.● Analysis regarding metrics and improvement resolutions.● Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.● Responsible for surveys administration, results follow up and improvement plans - Measurement Criteria: percentage for each indicator.
CPR, RCR, CAR, SL, CSS, NPS Customer Support Management ● Responsible for vendor operation, SLA, quality and control.
● Provide efficient solutions to customers by developing and operating online contents.● Perform activities for customer support by developing contents for customers to find solutions for problems through online - Measurement Criteria: FCR indicator Remote Customer Support ● Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.- Measurement Criteria: percentage of interactions with remote support over the total of interactions.
Market Research Management ● Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.
● Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices.● Benchmark with other LAO subs to understand team structure and try to replicate best practices.- Measurement Criteria: LAO's best practices sessions attendance.
Others ● HQ point of contact.
● PIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders Hybrid modality. Powered by JazzHR