Senior Manager - Customer Service - Samsung Electronics - Singapore

Job description

Responsible of Samsung Singapore customer service team in terms of its service operations and procedures
Regular review of service operation process / procedure and continuous improvement execution
Manage authorized service centers for effective operation
Follow-up of field quality issues and initiate improvement plans
Field Test & product evaluation in coordination with HQ and sales/marketing team
Formulate and standardize warranty policy (terms and condition) in line with overall business plans
Contact center management and optimization
Distribution planning, forecasting and order management of Parts
Warehouse management / 3 PL management

Desired Skills and Experience

Possess a Diploma but ideally a Degree (in any field)
At least 10 years of related experience
Customer oriented with excellent interpersonal and communication skills
Proven record of implementing service processes and improvement

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