Lead the delivery of the multi-year Customer Service strategy for Ecovacs by ensuring delivery of consumer satisfaction and financial commitments
Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.Set KPI’s for repair center and call center.
Work with Sales and Marketing department to ensure customer satisfaction and service support is executed effectively and efficiently to meet business objectives
Engage with third party service providers to ensure Ecovacs policies and metrics are delivered
Liaise with global service and product managers to drive synergies and share best practices and execute global service strategy
Develop service procedures, policies and standards
Analyze statistics and compile accurate reports
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Experience working as a customer service leader
Experience providing customer service support in the consumer electronics industry
Excellent knowledge of management methods and techniques
Experience managing 3rd party providers to to deliver corporate objectives, repair center and call centers.
Working knowledge of customer service software, databases and tools
Awareness of industry technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
BS degree in Business Administration or related field
Be familiar with Zendesk or other call center desktop software
Location: 18 Youxiang Road
~ 0 years experience required - bachelor - full-time - suzhou, jiangsu