Assistant Manager, Cs Project Management

6 months ago

กรงเทพมหานคร, Thailand Samsung Electronics Full time

Position Summary

Role and Responsibilities

**Responsibilities**:
Project Management
- Defining project objectives, project scope, roles & responsibilities.
- Defining resource requirements and managing resource availability & allocation - both internal and third-party.
- Planning for budget-based requirements and tracking costs to deliver projects on budget.
- Preparing a detailed project plan to schedule key project milestones, work streams & activities.
- Managing project delivery according to plan.
- Tracking projects and providing regular reports on project status to the project team and key stakeholders.
- Managing and adjusting for any changes in project scope, schedule and/or budget.
- Identifying the potential risks related to customers and stakeholders.
- Managing the relationship and communication with the client and all stakeholders, ensuring the project is delivered to their satisfaction.
- Monitor progress and make adjustments as needed
- Utilize customer service best practices, techniques, and standards throughout the entire project execution.

Online Biz Support
- Manage external team to handle online customer complaints, Consult & handle difficult complaint cases from online channels, Leveraged team quality to ensure all online complaint cases are immediately managed well before they got more engagement
- Manage external team to handle 3PD & eStore Rating & Review, Consult & handle bad reviewed cases posted on 3PD channels & eStore, ensure bad Rating & Review cases are handled well, recover customer satisfaction & initiate Net Promoter Score (NPS) improvement of Online Channel
- Manage Customer Retention Program(CRP) Outbound(OB) Operation Team, Coaching, driving, motivate & encourage OB Operation team to achieve the goal setting and suggest solutions when they have issues, ensure that the OB sales volume is on the right track, Co-ordinate with eStore Team(MX & CE) to resolve issue & daily issue, Coordinate with related PIC for OB operation improvement, Summary daily, weekly and monthly report for Management Review

Skills and Qualifications

Required

Qualifications:

- Bachelor’s degree or higher in Engineering, Business Administrative or related field.
- At least 3 - 7 years working experience in Business development, managing Key Clients / Service Partner, customer service, or management area.
- At least 2 - 3 years of process improvement, management and implementation experience required.
- Self
- motivated individual with high level of initiative, flexibility, customer service, and a strong attention to detail. Having analytical skill, problem-solving skills, and able to work under pressure.
- Excellent interpersonal and communication skills. Enjoy working in a team environment and understand how your individual work contributes to the overall teamwork.
- Ability to influence, negotiate and resolve conflict to ensure buy-in and common goals.
- Outstanding team facilitation to manage implementation efforts.
- Computer literacy, willing to work with many systems and MS Office programs
- Good communication skills in both written and spoken English.

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