Job Description

Key role and responsibilities:

Achieve business objectives on service delivery performance and asset recovery returns for RMA/service replacement orders

Engage, collaborate and manage communications and actions with customers, partners, third-party suppliers/vendors, and key stakeholders.

Manage, own and resolve service order/RMA escalations, recover customer sentiments, and set expectations. You will be assigned duty manager work shifts during the business day and on-call rotation shifts to support after business hours or on public holidays.

Lead, collaborate, execute, and provide technical or subject matter expertise support for projects and tasks assigned.

Engage and align with global functional program and project teams and may require to work outside the regular business hours.

Establish customer relationships and provide value beyond initial customer requests.

Build and optimize processes, policies, and work instructions with outcomes to formulate and execute strategies to drive and improve the customer experience

Conduct field enablement/training for stakeholders, suppliers, and customers.

Who You Are:

You have a strong business and customer orientation with knowledge and understanding of service logistics, supply chain, IT industry environment, and business needs. You are a self-starter that feels comfortable with ambiguity. You are passionate and experienced with Program Management, Customer Service Delivery and are a keen developer of best practices. Find the required Competencies and Experience below;

You have a minimum of FIVE (5) years of work experience in contact centre operations delivering omni-channel customer support or helpdesk services.

You have a minimum of THREE (3) years of work experience on RMA service order creation and exception management, service contract entitlement, and asset recovery.

You are certified as a COPC Professional Manager.

You are ICDL certified with experience on building performance dashboards and reporting with intermediate skills in Data Analytics, and Visualization Tools specific to Tableau, Power BI.

You have intermediate skills in Microsoft Office, Microsoft Sharepoint, and knowledge of VB/Macros is a plus.

You can work under minimal direction and independently on multiple activities.

You can engage in high-pressure customer escalation environments with the skills to recover and manage customer sentiments.

You are skilled in negotiation, presentation, and customer service.

You are clear and effective in written and verbal communications.

University Degree (BA/BS) or equivalent.

Supply Chain, Agile, PMP, ITIL, Six Sigma, and Technology Certifications are a plus.