What are the responsibilities and job description for the Director of Customer Service position at Segway?
Job Summary:
Provide high-quality service solutions for Segway's B2B and B2C customers, ensuring brand service reputation. Focus on customer satisfaction by continuously optimizing service processes, systems, and team service skills.
Essential Job Responsibilities:
- B2C Service Satisfaction: Responsible for users’ satisfaction with call center services. Manage call center operations, including business processes and system processes optimization, service indicators management, and continuously improving end users’ satisfaction.
- B2B Service Satisfaction: Responsible for B2B dealers’ satisfaction. Establish direct relationships with key client dealers, efficiently resolve issues, and continuously enhance B2B dealers’ satisfaction to support sales business expansion.
- VOC Operations: Oversee the overall improvement of service reputation in the U.S. through innovative self-service solutions and VOC (Voice of Customer) management, making service reputation a strong support for brand development.
- Customer Complaint Management: Standardize the customer complaint management system, handle crisis complaints, resolve misunderstandings between the company and customers, and create the best external environment for business operations and sales activities.
- Team Management: Build and manage the department according to service strategy planning, control service costs, and lead the team to achieve performance assessment goals.
- Participate in Key Service Transformation Projects: Implement and promote key service transformation projects within the HQ on the US front line.
- Other Duties as Assigned.
Required Qualifications:
- Bachelor’s degree or higher, with 5 years of management experience in the service industry. Experience in managing large call centers and user experience operations is preferred.
- Strong overall perspective, data analysis, problem identification skills, good user thinking, problem-solving ability, and a spirit of in-depth research.
- Ability to independently manage a service team with strong team building, coordination, and planning skills, as well as a sense of purpose and responsibility.
- Experience in project management, operations, and cross-departmental communication, with the ability to quickly identify core needs, and strong collaboration, facilitation, and delivery skills.
- Proficiency in CRM and ERP systems, with strong Excel skills.
- COPC and Six Sigma certifications are preferred
