Customer Service Manager/Director
Report to：COO
Location：Beijing
Job Description：
1、 Refine and develop Company’s ability to capture and quickly respond to in-bound customer and client complaints, covering external partners (retailers, carriers and others), direct from consumers (ie Company call centres), and via internal Sales channels
2、 Refine and develop Company’s complaint escalation process, working in close partnership with Company’s Call Centre Manager
3、 Develop and manage during initial start-up, Company’s complaint escalation management team, responsible for the immediate resolution and remediation of in-bound customer complaints
4、 Recommend changes to and refinement of existing CARE and Logistics processes, based on root-cause analysis of in-bound complaints, to strengthen customer service and eliminate customer complaints in the future
5、 Proactive assessment and identification of issues that negatively impact customer service, and the development of recommendations to remove these issues
6、 Proactive assessment and identification of issues that positively impact customer service, and the development of recommendations to strengthen and promote these issues across Company China’s operational footprint
Report to：COO
Location：Beijing
Job Description：
1、 Refine and develop Company’s ability to capture and quickly respond to in-bound customer and client complaints, covering external partners (retailers, carriers and others), direct from consumers (ie Company call centres), and via internal Sales channels
2、 Refine and develop Company’s complaint escalation process, working in close partnership with Company’s Call Centre Manager
3、 Develop and manage during initial start-up, Company’s complaint escalation management team, responsible for the immediate resolution and remediation of in-bound customer complaints
4、 Recommend changes to and refinement of existing CARE and Logistics processes, based on root-cause analysis of in-bound complaints, to strengthen customer service and eliminate customer complaints in the future
5、 Proactive assessment and identification of issues that negatively impact customer service, and the development of recommendations to remove these issues
6、 Proactive assessment and identification of issues that positively impact customer service, and the development of recommendations to strengthen and promote these issues across Company China’s operational footprint
Desired Skills & Experience
Requirement：1、 University degree, or equivalent, in management, engineering, or related fields; Master’s or Ph.D. degree desirable
2、 8 or more years of professional experiences, preferably in a consumer packaged goods business (CPG) or a business with a highly tuned sense of customer service and satisfaction; 3 or more years at management level
3、 Experience owning complex problems, involving multiple stakeholders, systems, processes and touchpoints, in a high-volume environment (eg business-to-consumer sales or service operations)
4、 Experience preferred in global / distributed, multi-national, multi-lingual, and multi-cultural corporate environments
5、 Strong sense of customer service and bias for operational change to deliver a superior customer experience
6、 Exceptional team skills and consensus-based management approach, critical for coordinating and executing change across multiple disciplines and interconnected teams
7、 Strong foundation in root-cause analyses and developing fact-based recommendations
8、 Exceptionally proactive, self-starter attitude, with a keen attention to detail
9、 Excellent interpersonal skills as well as written and oral communications skills
10、 Fluent Mandarin Chinese and English, verbal and written, required
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Email: jobs@aarenconsultants.in
