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Customer Care Manager

ECOVACS Group
Posted 1 week ago - 824 views

Responsibilities:

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

Qualifications

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

Requirements

no work experience required
bachelor degree
full-time job
more than 15000 RMB/Month
suzhou , jiangsu
sales & marketing

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Logo of ECOVACS Group

Customer Care Manager in suzhou

~ 0 years experience required - bachelor - full-time - suzhou, jiangsu