Hays posted a job you might be interested in September 25, 2014 at 08:08AM

Hays



Senior Manager - Customer Support Services

Beijing City, China, CN - Consumer Services, Information Technology and Services, Internet

RESULTS-DRIVEN AND INDEPENDENT

SENIOR MANAGER - CUSTOMER SERVICES PERFORMANCE ANALYSIS

CONTINUOUSLY IMPROVE PERFORMANCE



Based in Beijing

Competitive Salary Package

Global leading E-Commence Company



Found in mid 1990s technological innovation drives the growth of them to offer customers more types of products, more conveniently and at lower prices. From mid 1990s, our client has significantly expanded its product selection, international retail websites, and worldwide network of fulfilment and customer service centres. Nowadays, it is the largest E-commerce company worldwide.



At the moment, they need a Senior Support Services Manager to join their team, which is responsible for using customer activity data, feedback, and metrics to identify customer pain points then drive change throughout the organisation to reduce defects and improve customer service experiences. This senior manager will have responsibility for multiple teams located in China that provide support the organisation's customer services associates.



As a Customer Service Field Senior Manager, You need to continue to drive the levels of customer advocacy, reduce the cost to serve, defect reduction, and continue to build the customer centric culture, with best in class leadership experiences.



To be successful, this candidate will have proven track record of exceeding objectives in providing strategic direction and support in customer contact environment, with an established track record of using Lean tools. In addition, effective communication skill is critical for this role, as well as the concept with regards to change management, and results-driven performance. Furthermore, a bachelor degree with at least 10 years working experiences is required, an advanced degree in quantitative field or an MBA is preferred.



To apply for this position, please feel free to send through your updated CV to tara.wu@hays.cn.

No salary provided



Posted September 25, 2014 at 08:08AM from LinkedIn http://ift.tt/1ur2jgK

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