Customer Care Manager, Central

Reporting to : Customer Care and Quality Director

Job Purpose

The Customer Care Manager is responsible for strengthening the commercial relationship with clients, to adapt process to needs of market, to control the services of the repair centers and to ensure that the costs involved match to the service produced.

Key Responsibilities

• Define, negotiate, ensure the implement of services proposed to clients for the country devoted
• Coordinate and ensure the follow up services delivered by the repair centers
• Monitor the KPI and take measure necessaries
• Meet service goals and achieve service level agreements (SLAs)
• Make the follow-up of SLA with operators and distributors
• Choose the repair Center suitable and negotiate the services
• Follow the warranty budget and check the invoices
• Work with customers and/or partners to receive accurate information used to analyse and diagnose product and service issues
• To be interface and main representative of the product and services quality for clients
• Make a report and a follow up of quality issues
• Analyse statistics and data to determinate the level of customer service
• Develop process, policies, and standards of customer service.

Profile and Experience

• Previous experience in a similar role within the telecom industry or a fast-paced goods international company, ideally with both a B2B and B2C background.
• Strong knowledge of Consumer goods products, White goods, TV, Mobile categories
• Prior successful experience in managing teams within a multicultural environment.
• English – both written and oral communication skills.
• Demonstrated excellence in communication skills.
• Analytical skills
• Strong autonomy, sense of priorities, quickly adaptable