Head of customer srvices

BSH Home Appliances (БСХ Хоум Аплайансэс)

Город:

Алматы

Занятость:

Полная занятость

Опыт:

Более 6 лет

Компания "BSH Home Appliances (БСХ Хоум Аплайансэс)"

Обязанности:

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