Customer Service Manager
Company introduction:
Our company provides businesses and consumers worldwide with an extensive range of services for their mail and express delivery needs. We serve more than 200 countries and employ over 128,000 people. In the first half of 2006, we reported € 5.3 billion in revenues and € 671 million EBIT from continuing operations.
Responsibilities
Manage the customer service function in CEMS business through implementation of the customer service business plan and excellent people management practices, resulting in improved financial, people and customer results.
Be responsible for customer satisfaction, employee satisfaction, and revenue ad customer retention. Authorized to manage CEMS CS staff, equipment and system deployed within China EMS business. Seek approval for necessary capital expenditures and resources in line with the CEMS organization¡¯s rule.
Key Responsibilities:
1.To implement the Business Unit Customer Service strategy and operating plan within CEMS Business, to ensure EMS Business and global consistency of customer service practices, and high standards of Customer Service performance.
1)Ensure the achievement of Divisional objectives by meeting and exceeding performance standards and targets within the contact centre, as measured through key performance indicators.
2)Implement the Business Unit Customer Service programs and projects in accordance with stated requirements.
2.To establish a customer-focused culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.
1)Ensure deployment of the Voice of the Customer Program.
2)Ensure a strong focus on Customer Service Competencies development and quality in order to delight customers, enabled by effective coaching and performance feedback structures.
3)Effective management of internal programs and measurements that are indicators of likely customer satisfaction, including Quality Monitoring tools, post call customer surveys, Mystery Shopper and Service Recovery quality surveys.
4)Actively measure, understand and analyses customer growth and initiate appropriate actions in Customer Service and with cross-functional colleagues, in order to improve results.
3. To lead, motivate and empower staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximize customer satisfaction, business results and employees¡¯ satisfaction.
1)Ensure the compliance to formal recruitment procedures, with Human Resources, to ensure customer service function attracts and retains the very best customer service employees.
2)Ensure effective communication and dissemination to all staff. Through training and coaching, ensure that customer service staff is equipped with the right skills, knowledge, competencies, and empowerment to delight customers and achieve business results.
3)Establish a coaching mindset and culture by ensuring that regular and effective coaching is in place for all CS employees, and supporting depot Customer Service Managers in their coaching practices.
4)Ensure that the correct processes for employee counseling and/or discipline are in place. Implement challenging but achievable reward and recognition schemes, in collaboration with Country CS Manager and Human Resources, which help to create highly motivated customer service staff, and to reward excellent performance through both financial and non-financial means.
5)Participate in the implementation of succession-planning frameworks. Ensure that management are aware of the needs of employees through the effective management of employee satisfaction surveys and accompanying action plans, and through two-way through forums and suggestion schemes.
6)Actively measure and analyses employee retention rates in the contact centre and feedback gained from exit interviews, to understand and act upon the factors affecting employee retention.
7)Conduct regular individual coaching and annual Performance Reviews of the Team Leaders.
8)Conduct regular group review meetings with Team Leaders to assess team performance and progress against business plans.
Qualifications:
1.University graduate with CET-6 English level or above. Mastery of the English language both verbal and written.
2.At least 3 years experience in a customer service environment and 1 year management experience.
3.Proven experience and knowledge in effective training, coaching and people management practices, including leadership development.
4.Customer Service training and coaching skills
5.Thorough planning and organizing of the work and careful monitoring of resources and progress to achieve planned results.
6.Analytical and conceptual thinking used to correctly understand complexity and problem solving by identifying key patterns, communicating and using tools/concepts.
7.Clear, relevant and timely two way passage of information to the relevant people, delivered at the correct level – speaking, presenting, writing, listening questioning.
8.Participates situation and correctly assess the risks then acts decisively and proactively to achieve the best outcome and communicates with the relevant people.