Senior Manager, Service Center & Store Communication

Key Responsibility:

• Oversee on Service awareness projects by gathering service data and produce documents, processes, and activities to promote customer focus and improve service standards and create a warm and friendly atmosphere for staff and customers.
• Analyse stores service performance and other related data
• Analyse repeated problems / complaints and raise solutions
• Manage/oversee operation Service center from stores and coordinate with relates team or personal in charge to solve all operation issues
• Manage Service Center & Communication team to check all operation issues and provide answers or assign to relates team to solve issues for stores
• Contact stores sometimes to check any information requested from Head Office
• Support any of business request to support store issues data for HO colleagues
• Review store communication received from HO users and send to stores with quality

Qualifications:

• Bachelors Degree in related field.
• Have experience 5-10 years in Customer Service / Call Center / Service Desk & Communication / Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Ability to think strategically and to lead
• Strong at using MS Office
• Communication skills
• Presentation skills
• Good service mind
• MS office (Word, Excel, Power Point)
• Store Line system / RPM / RMS / RMR