Responbilities:

• Initiative & develop the own business goals & initiatives to support 
• Develop & manage the execution of own business operational strategies
• Lead to formulate & standardize the business operation policies, procedures & guidelines to ensure the consistent & well compliant implementation in daily business operations nationwide.
• Plan & lead periodical internal audit programs to assess the implementation of the defined policies, procedures and identify the non- conformance for operation improvement action planning & implementing.
• Lead for coordinating & providing support to both internal and other departments for cross-functional business programs
• Develop, implement and / or manage the organizations customer service policies, procedures, standards, and customer service operational strategies, supporting and strengthening the strategic objectives of the overall organization. 
• Initiate & lead customer service survey programs, analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
• Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities & programs
• Lead & manage to improve frontline workforce technical & CS skills, service & product knowledge for customer service excellence performance & continuous improvement 
• Develop & provide guidance on handling difficult or complex issues or problems, escalating complaints / disputes within the organization so they can be resolved effectively and efficiently.
• Manage projects relating to identifying & handling problems, complaints & case management 
• Collaborate & communicate knowledge (e.g. market inf., customer insights, trends …) across business & information to stakeholders by using appropriate communication methods 
• Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management 
• Develop call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and review.
• Inbound services - receive calls and emails from customers and clients, e.g. queries, requests, orders and complaints;
• Outbound services - contact potential customers and clients with the aim of gathering information or selling a product.
• Develop / improve call center systems & initiatives & lead for the new system/ initiatives testing, planning & implementing 
• Develop & enforce call center operation procedure & processes for call center efficiency & compliance operation.
• Maintain and improve call center operations to provide excellence service level to Distributors, 
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Qualification & Experience:

• Bachelor Degree with 4 year related experience in customer service management & call center management
• In-depth knowledge of customer service principles and practices
• Effective communication
• Customer service focus
• People management skills
• Problem analysis and problem-solving
• Informed decision-making
• Planning and organizing
• Innovate & continuously improve
• Patient & stress tolerance
• Strong analytical & critical thinking
• Diversity & adaptability
• Proficient English verbal & writing communication skills 
• Proficiency in MS Office applications