Head of customer srvices (в архиве)

04 Мая

Партнерские Вакансии

Компания "BSH Home Appliances (БСХ Хоум Аплайансэс)"

• To follow CS strategy and service activities to reach related goals

• Control over local Spare parts warehouse operations (management, demand planning, pricing, space optimization, etc.)

• Control over the Call center (CC) operation (coordination of trainings, test calls, scripts check, statistic monitoring, complaint management, etc.)

• Control main KPIs of CSPs and document workflow

• To follow and solve customer/dealer complaints

• To inform technical department about the technical problems

• To evaluate appliance exchange requests and to control, scrap and report the exchanged appliances

• To check results of analysis and reports and to take necessary actions to improve service quality in order to reach high customer satisfaction

• Stock level planning, organization of system of cargo handling and storekeeping, performance analysis of economic indicators of stock’s work;

• Planning, recruiting, coordinating and controlling of departments staff, solving organizational problems in department;

• Development of logistics’ and warehouses procedures, presentation of recommendations on optimization logistics and warehouses processes;

• Organization and control of work on implementation internal and external logistics operations and stocking goals;

• Controlling of department invest and expenses budget. Monthly updating of forecast

• Project to optimize of stock and distribution processes

• To solve complaints due to technical problems that technicians couldn’t solve in customers’ homes or workshops

• In CTS cases, to make all necessary controls in customer home and provide feedbacks to related departments

• Provide on the job technical trainings and technical support (Via eFSB, e-mail, phone) to technicians of service partners.

• Participation to local and regional technical trainings.

• Document services (repair, installation, etc.) by completing forms and entering them in systems and prepare periodic reports about all duties realized.

• Input exchanges to the system and coordinate their fulfilment

• Experience in development, providing and improving of customer service
• Good interpersonal skills
• Upper-intermediate English and advanced excel skills
• Proactive, good team player

• medical insurance
• additional social benefits