| Key Responsibilities:
• Primary point of contact for particular customer to ensure that customer needs and requirements are understood, service is delivered and service issues are addressed. • Gain an in-depth understanding of the customer business, organization and objectives to build and maintain an efficient, productive and strong relationship and partnership. • Establish and maintain the Service Level memorandum and other relevant documents and provide regular updates to stakeholders. • Provide consultancy for general CS product knowledge to promote and expand the utilization of CS products and services. • Measure satisfaction levels through regular and structured service reviews and manage follow-ups. • Inform customer in advance of changes in key personnel, organization and operating practices that may affect the relationship. • Liaison between customer and operations to identify opportunities to improve service. • Manage that all processes are clearly documented and kept up-to date. • Manage all risk-areas (including operational, documentation and franchise risks) of the CS business and services offered. • Manage feedback, issues/concerns from customers with corrective action steps. • Work closely with HR partners and business heads and designated authorized officers to deliver efficient and quality service to our Customers. • Simplify, build and involve in re-engineering of processes managed by the team to streamline, automate and/or outsource processes towards more efficient and direct/simple processes to achieve at least 3 processes, reduce complexity and unnecessary cost. • Conduct own internal audit on own areas ensuring our client and CS information is secured. • Train and develop Service Centre team leads and analysts in Customer Service by ensuring consistent customer response and providing right information from Dalian Service Centre • Ensures submission of required monthly reports to Region and Regulators. • Provide monthly metrics reports. • Contribute to a culture of continuous improvement within the CS team. • Maintain the highest level of teamwork within CS. • Contribute to personal and professional development of the CS Team. • Performs other related functions that may be assigned from time to time, or as deemed necessary by the business. • To take responsibility for the allocation and monitoring of resources within the Cluster. If you are interested in this job, please be free to contact us by teachcn@yahoo.com.cn |
