China Job Listing

Responsibilities:

The GLC Customer Service Manager is responsible for overseeing all customer service related activities on a daily basis. Directly supervises a team of counter service and telephone agents to ensure that processes are clearly defined and that they meet or exceed customer expectations. Sets an example of balancing customer service effectiveness with operational efficiency.

Service & Operational Excellence
1. Ensures the most effective and efficient processes are used to manage the call center and showroom operations. Promotes continuous improvement in all aspects of the operations.

2.Achieves and maintains a partnership and active dialogue with external customers and internal partners in order to identify and anticipate needs, share learning and fulfill and exceed customer expectations.

3.Resolves customer issues in a timely and effective manner.

Human Resource Management
1.Assists with the consistent communication of the organizational vision, mission, strategies, values and direction.

2.Assist in the selection, development, recognition and retention of the Customer Service Team. Create a team where employees are involved, empowered and committed to the success of the company.

3.Monitor, coach and counsel staff on individual performance improvements. Align individual employee performance objectives with company objectives and utilize the company¡¯s Performance Excellence Program to communicate.

4.Develops and monitors appropriate performance metrics for Customer Service employees.

Management Responsibilities:
1.Creates and maintains an environment of enthusiasm and commitment to business growth.

Actively participate as a member of the Leadership Team.

Requirements:

Bachelor¡¯s Degree in Business or other related discipline required, MBA preferred;

A minimum of 3 years related management experience;

A minimum of 5 year supervisory experience;

Effective oral and written communication in both Mandarin and English;

Proven leadership skills to coach and facilitate service improvement and team behavior;

Demonstrates competence in the application and use of computer and communications technology.