Job Description Summary
1.The person who will be the first person for the whole service work and the owner of customer satisfaction.
2.Focus on the service performance of HAE, improve the service brand in the U.A.E
3.The service Plan in the U.A.E to ensure the Haier standardized and brand service can land in the U.A.E.
4.Have the survey of the competitor and grasp the direction of service in the U.A.E to continuously improve service competitiveness.
5.Service budget and cost control in the U.A.E
6.To undertake the service tasks from HQ to improve the service competitiveness.
7.The person who will be the first person for call center operation.
8.Daily Operation Report, weekly and monthly major KPIs managing and reporting to service manager and HQ .
9.Call center management , Quality monitoring and evaluation of the Agent
10.Handing the upgrade issue from Call Center.
11.Call Center key tasks development & implements.
12.Parallel HQ Call center and ensure the HQ requirement land in the U.A.E
13.The first person of spare part operation work.
14.Daily operation report ,weekly and monthly major KPIs managing and reporting to service manager and HQ
15.Spare part plan work to make sure the safe stock in RDC warehouse.
16.Spare part order to vendor; confirm the shipping method, the freight forwarding.
17.spare part clearance work
18.spare part warehouse management(inbound & outbound & physical account of parts)
19.Sale & hot order& parts delivery
20.defective return parts collection & defective return units warehouse managements
21.Outsourced supplier management (Counter & clearance company & warehouse)
22.Settlement audit
23.Technical support
24.Quality management
Professional Skills:
Professional Competencies
1.Strong knowledge of customer and dealer service management.
2.Service positioning and customer management
3.Develop systems and processes (SOPs)
4.SR management
5.Service system management
Communication and Relationship Management
1.Able to build strong public relationship, strong interpersonal skills and negotiation skills, strong presentations skills
Problem Solving ability1.Should be intelligent, problem solver and able to provide efficient & productive solutions to assigned problems
Performance Expectation
Leadership
1.To be able to work under the guidance of service head and delivery required tasks adequately
2.To be able to manage the task within available resources and also increase productivity accordingly
Business Acumen3.Overall enhance the word of mouth of the company
4.Do know how to satisfied customer strongly
Result Based KPI:
Key Performance Indicators
1.Customer satisfaction index
2.Service network coverage
3.TAT
4.Spare part full fill rate
Minimum Qualifications:
Education -BSc. or equivalent
Major -Preferably customer service
Experience -05-10 years
Others - MS Office Skills
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