Service Manager (German Speaking)

Mô tả Công việc

Principle duties:

• Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry., with a demonstrated ability to improve customer service delivery and operational efficiency through these channels

Responsibilities

1. Project management

• Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)
• Make sure new projects are implemented successfully, by:
• Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals
• Coordinate with other relevant people/departments for project testing/UAT
• Gain sufficient project requirements and transfer the knowledge to related people through training
• Support/supervise Service Assistant during project running
• Monitor project on a daily basis and make improvements/adjustments when needed
• Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved

2. General management

• Provide accurate and timely information for related departments when required
• Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects
• Cooperate with Operations Management unit to have proper resource planning
• Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency

3. Others

• Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed
• Escalate to higher management for anything which is beyond authority or poses risks to the projects

Yêu Cầu Công Việc

*** Education:

• University degree or equivalent training, experience.
• Good at German (B1 – C1) and English is a plus

*** Technical skills and experience:

• At least 2 - 3 years of working experience as related position
• Understanding of company business
• Knowledge of IT is a plus
• MS Office (Word, Excel, PowerPoint)

*** Soft-skills:

• Customer service industry experience: tourism, hotel reception staff, call center/helpdesk, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners
• Customer centric mindset
• Negotiation skill
• Problem solving
• Communication and interpersonal skills.
• Leadership and supervision skills.
• Planning and analytical skill
• Presentation skill
• Team working skill

*** Attribute:

• Strong multi-tasking abilities
• Good team player
• Hardworking
• Innovation and creativity

Notes: “By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection.”