Assistant Manager, Service Support/ Cost Analyst

5 days ago


Pasir Panjang, Singapore Samsung Electronics Full time

Position Summary

Manage a team to provide support for enhancing customer experience through data and costing analytics relating to service operations.

Role and Responsibilities
- Responsible for reviewing the Service Cost related KPI performance, highlight operational issues that impact Customer Experience and take effective measures
- Manage return team and improve product return process and performance through data analytics and collaboration with Sales.
- Innovate and improve current processes, procedures, systems across all Customer Service functions by providing recommendations to drive desired customer experience
- Conduct benchmarking initiatives against competitors / other subsidiaries such as mystery shopper and service audits
- KPI Management
- Handle inquiries/requests from Korea HQ.
- Preparation of Weekly and Monthly Customer Service Reports for management

Skills and Qualifications
- Bachelor's degree from a recognized university, or equivalent
- At least 5 years of related experience in service costing and data analysis
- Prior experience in the service industry and track record in customer experience projects will be an advantage
- Business proficiency in Korean language in order to communicate with Korean counterparts and stakeholders
- Experienced in people management and leading a team
- Both a team leader and team player

LI-SEAO #LI-MidSenior


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