Lead the Client Care Centers network

·         Manage the own dedicated Client Care Centers and "in store" Repair Network: review organisation, motivate teams, manage people, enhance capabilities and competencies

·         Lead the outsourced Repair network: monitor performance, follow up contracts, review constantly the network.

·         Plan repairs "demand plan" in strategic horizon: Load plan, per workshop, per country.

·         Compare load plan with capacity. Establish action plans to fit "demand" with "repairs" capacity.

Ensure Client Satisfaction

·         Ensure exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally

·         Deescalate clients and situations whenever needed

·         Improve the overall Client experience by ensuring a fast time response to the clients, and by shortening the repair lead-times

·         Report quality issues and client feedback to HQ

·         Monitor performance and establish action plans to meet requirements.

Monitor and increase Client Care Centers productivity

·         Measure the key performance indicators per Repair center and per country, measure the gaps vs target, and identify action plans

·         Lead a continuous improvement plan to increase the efficiency

·         Roster scheduling to ensure a smooth operation of Client Care Centers.

·         Handle the hiring process and training of Client Care team members in the region

Manage the spare parts for South Korea

·         Ensure a stock accuracy above 99%

·         Maintain a lean inventory: stock availability to finish the repairs on time, and cash flow optimisation

·         Liaise with Regional HQ re fulfilment of spare parts orders

Monitor and optimise costs and revenue of repairs

·         Build a complete cost mapping of repairs in South Korea

·         Distinguish cost of spare parts, cost of stock, cost of operations, and logistics costs.

·         Identify optimisation priorities and implement action plans to reduce costs while maintaining service level (or upgrade service while maintaining costs).

·         Ensure that the warranty policy is strictly applied everywhere, by regular audits

·         Prepare the annual budget, and track the variances

Community, Project & Development

·         Identify new opportunities to develop the repair income, prepare the business case, implement a pilot, share the postmortem for a potential roll out

·         Share best practices with the rest of the Client Care Network

·         Contribute to the improvement of the standard operating procedures

·         Support the opening & relocation of Client Care Centers & workshop in the region.

CSC Management

·         Receive and review eCommerce orders on a daily basis; partner with the fulfilment warehouse for processing, shipping, returns, and order modifications

·         Build out KPI reports on UX patterns, NPS metrics, customer care volumes, packaging scores, and warehouse efficiency

·         Provide recommendations to improve processes, resolve recurring customer issues, and achieve conversion and operational goals

·         Fraud Management investigation and analytics

·         Coordinate with the Customer Care Team to handle orders, inquiries, and escalation

·         Deliver optimal post-sale experiences by optimising order tracking, return and exchange processes through system enhancements

·         Proactively clientele customers to deliver an exceptional customer service experience

·         Optimise workflows to reduce handling time, improve speed of sending, improve undeliverable metrics, decrease return rates, and scale projects in the pipeline

·         Actively partner with 3rd party vendors like UPS and credit card providers to manage charge-backs and disputes.

·         Build out procedures and policies to improve efficiencies with our partners and relationships with our clients

·         Partner with cross-functional teams to identify, resolve and QA site issues related to Customer Care and Account experiences

[자격요건]

경력사항: 경력(연차무관)
학력사항: 대학교(4년)졸업 이상

CS 팀 리딩 경험 있거나 리테일 후보자중 CS관심있는 경우 (프로젝트 운영 가능한분)