Customer Service Lead
il y a 1 jour
[Why Join us]
Since its founding in Suwon, Korea in 1969, the Organization has grown into one of the world's leading technology companies and become recognized as one of the top 10 global brands, managing more than 200 subsidiaries around the world. At the Organisation, we believe in empowering people to lead and drive progress. The Organisation inspires the world and shapes the future with transformative ideas and technologies. The company is redefining the worlds of TVs, digital signage, smartphones, wearables, tablets, home appliances and network systems, as well as memory, system LSI and foundry. The Organisation is also advancing medical imaging technologies, HVAC solutions and robotics, while creating innovative automotive and audio products through Harman. With its SmartThings ecosystem, open collaboration with partners, and integration of AI across its portfolio, the Organisation delivers a seamless and intelligent connected experience. If you are ready to grow with a global leader, we want you on our team.
[A Snapshot of your day]
The CX Operations Manager is responsible for enhancing the customer support experience across the Organisation's digital platforms. This role supports daily activities across digital support channels and call center operations, ensuring accuracy, relevance, and optimization of customer service processes.
[How Will You Make an Impact?]
- Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.
- Monitor telesales activities and assist in meeting monthly targets.
- Oversee the creation, quality, and distribution of digital support content.
- Regularly update online support tools to meet customer needs.
- Analyze digital service channel performance and operational KPIs.
- Prepare periodic reports and propose optimization initiatives.
- Support online sales growth through optimized digital tools.
- Conduct agent performance evaluations and provide motivation recommendations.
[What will you need?]
- Strong knowledge of call center operations and customer support processes.
- Familiarity with eCommerce and telesales programs.
- Excellent monitoring, reporting, and analytical skills.
- Strong project management capabilities.
- Proficiency in digital platforms, analytics tools, and online content management.
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