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 :
