[Home Appliances Business] - Head of Customer Service
Bosch Group
Ho Chi Minh, VN
1 ngày trước

Company Description *The Bosch Group is a leading global supplier of technology and services, in the areas of automotive and industrial technology, consumer goods as well as building technology.

  • The Bosch Group comprises Robert Bosch GmbH and its roughly 440 subsidiaries and regional companies in over 60 countries with over 375,000 associates all over the world.
  • In Vietnam, Bosch is currently active with eight business divisions : Automotive Aftermarket, Drive and Control Technology, Power Tools, Building Technology, Thermo technology, Packaging Technology, Two-Wheeler and Powersports and Sales Original Equipment.

    Furthermore Bosch opened its first Software and Engineering Centre of Southeast Asia in Ho Chi Minh City and an Automotive R&D Centre, located in Ho Chi Minh City in July 2014.

    For further information, please visit our website : www.bosch.com.vn Job Description The Head of Customer Service (GPL-VN) is responsible to lead and manage the customer service department, to define and deliver customer services.

    Additionally to monitor and steer overall performance of service operations within Vietnam*Job Tasks*Effective service planning and execution- Derive and anchor customer service strategy.

    Set and monitor clear, measurable monthly, yearly targets and time frames for entire CS Operations field service, call center, back office, service parts and service marketing- Plan and execution in accordance to Strategic and Financial business planningCustomer service strategy- Regular monitoring service quality and revenue and profit development- Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT) or other customer metric- Enhancing first call resolution at all front line channels- Acting as the Voice of Customer across the organizationLeadership- Overall Team management, functionally and disciplinary- Create a strong service team culture that focus on consumer centricity and processes which achieve the business goals and objectives- Facilitate team-building activities to strengthen relationships and communications with the team- Work effectively with all peers and stakeholders, cross functionally and influence customer / service improvements* *Innovation of Customer Service Organization- Initiate service and productivity improvement activities- Monitor and steer customer service performance, driving improvements and evaluate new business opportunities- Review, identify and implement new tools and technology for better consumer experience and / or better operations efficiencyBudget and Revenue Planning- Set yearly budget and revenue of customer service department- Managing customer service financials, External Turnover and EBITAudit and Compliance- Ensure adherance to company processes, procedures, policies and standards- Accountable for ensuring full regulatory compliance and legal requirements- Participation and facilitate in any Internal / External Audits (e.

    g. ICS, ISO)Organisation- Active participation in cross functional meeting and projects- Use customer insights and root cause analytics to identify company wide improvements and present to stakeholders / peers- Drive better sales through service Qualifications - Degree, with relevant experience- More than 10 years experience in customer service or after-sales related, in a fast-paced environment- Both call center and field service management experience is mandatory* Good English- Professional communication- Customer service mindset Additional Information

  • Committed 13th month bonus* Collaboratively yearly performance bonus* Meal & Parking allowances* Premium insurance for employee and 2 family members* Interesting Sport program* Domestic and international training opportunity* Career development program with buddy and mentoring program* Good benefits of company activities, team building and year end party* Opportunity to work in global projects of fast developing company and being a part of innovation team contributing initiative ideas to the digital transformation era
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