Customer Service Manager

Post date :   9/7/2018


1 5 years of Service operation management experience and/or customer service management experience is preferred.
2 Good business planning experience as well as process improvement experience.

III. Hands on experience of managing service operations and/or project management, experience working in a matrix organization is preferred.

1 Excellent communication skills and coordination skills, Good team motivator and people management experience.
2 Highly self-motivated person, willing to learn, adapt and take challenge;
3 Quality driven mind set and hands on working style

VII. Brand environment experience is preferred

VIII. Strong capability in statistics, analysis and business reporting is needed

Purpose of Role:

To be overall owner and be responsible for Customer Service operations in Macau. To assist and implement adequate strategy; to ensure the sufficient repair capacity is in place, brand quality standards are executed in repair process, appropriate service offer to the customer / market.

Key Responsibilities

Strategic Planning & Organization

1 Assist CS division to define service strategy for Macau build up and maintain an effective organization
2 Recruit qualified personal for both SG workshops, retail operation (if required) and technical support to wholesale customers
3 Update HQ on any organizational change to reach consent from Brand and Corporate Customer
4 Services Teams
5 Define the future CS needs so as to satisfy the customers while looking to streamline operations at all times

Service Operation Management

1 Establish operation processes and procedures to ensure the quality of service operations, establish measurements, KPIs and management reporting
2 Monitor all the operations (includes repair, customer care, spare parts, admin, store CS operation) via established measurements to win the customer satisfaction
3 Define Process improvement to increase efficiency
4 Responsible for updating monthly KPIs and CAT files for HQ
5 Meet monthly with the Brand Managers to review the CS KPIs and establish improvement actions wherever necessary

Service Policy & Offerings

1 Define competitive service policies, pricing and offerings in line with the SGHK And HQ to win competition in the market place
2 Responsible for CS P&L of Macau

Training and People Development

1 Understand the volume growth trends from both domestic and oversea market, define capacity and
2 skill requirement accordingly
3 Work with Technical and Customer Care Trainers and HR to develop trainings plan for both watchmaker trainings and customer service staff

Customer & Retailer Satisfaction

1 Understand customer needs and market competition
2 Develop customer / retailer satisfaction programs to support sales growth
3 Handling escalated customer complaints
4 Improve and review service process so as to reduce customer waiting time