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Head of Customer Service

年収:800万 ~ 1500万

ヘッドハンター案件

部署・役職名 Head of Customer Service
職種
業種
勤務地
仕事内容 The Customer Service Manager is responsible for overseeing the entire Customer Experience, this
includes consumers and retail customers either on lenses or equipment topic. The CS Manager is in
charge of daily operations of the Customer Service Team and of the VTS Service Team. The Customer
Service Team receives and processes all customer enquiries but is also in charge of all orders processing
at the JPRX factory. The Customer Service Manager is ultimately responsible that all customer
satisfaction KPI’s are achieved.

Primary duties and responsibilities
1. Customer Service Team Management
• Sets the team target in terms of performance both quantitiative and qualitative.
• Organizes the team shifts to ensure a 7 days a week coverage.
• Provides guidance and coaching to all team members on how to deal with customers enquiries,
register claims and ensure proper follow up and escalation.
• Is responsible for the implementation of SFDC CRM for all customer enquiries, that all team
members training is conducted and performance followed.
• Delegates key functions within the team to ensure sustainability of the organization.
• Liaises with the sales team, quality control team and manufacturing team on all customer service
matters.
• Organizes regular technical training of all team members on product knowledge and overal optical
technology knowledge.
2. System Management
Job Description Template
page 2 of 4
• Is responsible for implementing the new platforms within the Customer Service environment: Resync
SFDC CRM, Anywhere 365 Call Center Management, MyZEISS and more to come in the future.
• Liaises with both Global, regional and Local stakeholders for a complete implementation. efficiency.
• Organizes the team’s training, liaises with the local Team Leader for smooth implementation.
• Is responsible for integration, development and training of the Visustore ordering tool.
3. VTS Customer Support
• Supervises application troubleshooting
• Ensures after sales support via phone, remote or onsite visits is conducted.
• Organizes and plans well in advance regular maintenances
• Ensures device maintenance and updates are conducted timely.
• Organizes all devices installation schedule, plans adequate training.
• Liaises with Global VTS on all operational topics, new software releases, product launches.
4. Customer Satisfaction
• Responsible for key indicators collection of customer satisfaction: case management, NPS (Net
Promoter Score), On Time Delivery and Return Rate.
• Reports all KPI’s to Global RX Management and to domestic Head of Commercial on a monthly
basis.
• Reports customer claims and receives customer claims from the sales team during sales weekly
meetings.
• Ensures customer complaints are registred through SFDC as CRM software.
• Measures the lens return rate, analyzes the evolution per customer, participates in a monthly
meeting with Quality Manager and Sales Team representative to improve return rate and customer
satisfaction in general.
応募資格

【必須(MUST)】

1. Education / Professional Certification
• Bachelor in Business Administration/ Engineering
2. Experience
• Experience in managing a Customer Service Organization.
• Experience in implementing new system and being a change agent.
• Project Management experience.
• Technical and IT know how.
3. Knowledge / Skills / Other characteristics
• English: fluent.
• Open to feedback, willing to constantly improve his/ her performance.
• Player-Manager, leading by example.
• Knows how to delegate after having understand new/ complex tasks
4. Working conditions & Other Attributes.
• Week-end work needed regularly as part of 7 days service requireme

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その他

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更新日 2023/10/26
求人番号 3051743

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    • 東京都
    • 創価大学
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    • (2024/02/23)

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