Client Care Team Manager
1 week ago
**Poste**:
The Client Care Team Manager provides leadership and direction to a team of 15 skilled artisans to ensure every repair is treated with a strong client-centric mindset while achieving exceptional quality and productivity goals.
Main Responsibilities:
- Build a strong, motivated team capable of consistently delivering high-quality repairs while adhering to department goals
- Provide weekly and monthly KPIs to team and management, and propose actions to meet goals
- Ensure the team receives effective training and development to address client needs; monitor and review performance of staff and organize necessary interventions for improvement
- Contribute to the department’s succession plan by identifying and developing talents
- Develop, initiate, and enforce SOP in workshop
- Determine necessary resources (tools, equipment, etc.) to support department goals
- Ensure efficient collaboration and coordination between relevant departments, which includes intake, spare parts, quality, supply chain, logistics & warehouse teams
- Ensure Client issues are handled based on sensitivity and service needs
- Develop close relationship with headquarters, to ensure new technical processes are executed and benchmark with other Client Care teams to have best practices shared
- Cultivate a client centric culture within the team and in turn promote savoir faire to the Retail team
**Profil**:
Qualifications / Skills:
- Bachelor’s degree in related field preferred or equivalent management experience (5+ years)
- Strong leadership skills with the ability to manage a diverse team focused on results, drive employee engagement and teamwork
- Excellent communication skills, both written and verbal
- Open-minded and receptive to change while supporting company goals and initiatives
- Fluency in English and Mandarin is a plus
Reporting Structure:
Reporting to Care Service Manager
RÉFÉRENCE : LVM15221
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