97521 - Customer Service Specialist - Office Printers

Báo lỗi

☞ RGF HR Agent Vietnam Co., LTD

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Ngày cập nhật: 14-04-2024

Địa điểm: Hồ Chí Minh

Ngành nghề: In ấn/ Xuất bản

Vị trí: Nhân viên

Mức lương: 26 Tr - 34 Tr VND

Trình độ: Đại học

Kinh nghiệm: Trên 3 Năm

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Mô tả công việc

- Working location: Binh Thanh district, HCMC

- Monthly Salary: 26M ~ 34M


1. Providing technical support and resolution to assigned ASPs and customers on the companys products
• Liaise with ASP daily by email/ phone to resolve technical issues
• Attend to on-site support for local and outstation customers, especially on critical cases
• Provide prompt technical and service support to our ASPs and customers
• Attend to on-site support with ASP when required
• Provide ASPs with periodic technical updates on companys products, Service Manuals and Adjustment Program
• Be proactive in obtaining countermeasures from head office on chronic technical issues

2. Call Centre management
• Check and follow up daily on calls pending over at assigned ASPs
• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved
• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer’s issues/inquiries
• Conduct audit and performance reviews with the Operation Management team

3. Operation improvement activities
• Implement refurbishment activities
• Improve workshop cleanliness
• Propose improvements to operation processes for optimization of resource utilization
• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)
• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs
• Ensure repair jobs are completed within TAT

4. Manage ASP performance
• Implement audits on ASPs to ensure compliance to company ASP processes and procedures
• Conduct periodic visits to ASPs to evaluate their image and professionalism
• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time,)
• Prepare and submit daily and monthly report on ASP performance and pending RMAs

5. Product Safety & Compliance
• Ensure all relevant documents and test reports are in order prior to Type Approval application
• Ensure upkeep of Type Approval certificates in Product Certification System
• Ensure all products equipped with radio communication functions comply with local regulations before product launch
• Conduct monthly product safety update briefing with relevant departments
• Champion product safety lessons learned for continuous improvement
• Conduct regular reviews of departmental policies with Head of Department

6. ASP Audit
• Conduct periodic audits on ASPs to ensure compliance to service processes and policies
• Implement audit and incentive programs to drive service quality by companys Service Partners

Yêu cầu công việc

Requirements

・Age: 25 - 35
・Gender: Any
・Education: Bachelors Degree/ Diploma, major in Printing technology, Electronics or Computer Engineering and Management.
・Language: English - Business Level
・Experience:
- At least 3 years of experience in machine repair (Office printer)
- Experienced in coordinating and providing technical training
- Experience in Partner management, Service planning
・Others:
- Ability to engage and motivate people and teams to achieve targets
- Ability to monitor individual and team performance and to address performance issues on a team and individual basis
- Excellent project management skills
- Innovative thinker with the ability to problem-solve
- Hardworking and patient
- Honest, discreet, and with a high level of integrity
- Analytical with attention to detail, operating to a high degree of accuracy
- Computer literate (MS Word, Excel, PowerPoint)

NOTICE:

Only shortlisted candidates will be approached by RGFs consultant. Your resumes will be recorded in our system, and you will receive our Job Introduction Auto-email with suitable jobs in the coming time. Please check your email regularly to get our vacant job. Thanks so much!

Quyền lợi công việc

  • Chế độ bảo hiểm
  • Du Lịch
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
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Hạn nộp: 14-05-2024

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