After Sales Service Manager ( Smartphone Industry)

TRANSSION Holdings is hiring After Sales Service Manager ( Smartphone Industry) for its office in Moscow and CIS. Responsibilities: Develop and implementation of customer service policies and procedures. Define and control customer service standards. Review and assessment of existing customer service contracts and participation in creating of new ones. Oversee the KPI of agreed customer service levels and standards. Manage spare parts inventory and give solutions in case of shortage of parts. Planning, prioritize and delegate work tasks to ensure proper functioning of the department. Ensure the necessary resources and tools are available for quality customer service delivery. Review customer complaints. Tracking of customer complaint resolutions. Handle complex and escalated customer service issues. Control of accuracy of reporting and database information. Analyze relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity, and profitability. Liaise with company management to support and implement growth strategies. Co-ordinate and manage customer service projects and initiatives. Ensure budget requirements are met. Evaluating and performance management of stuff. Identifying and address staff training and coaching needs. Requirements: Bachelor degree or above. Experience in mobile phones business is a must. Fluent in English, proficient in minor languages is preferred. At least 5 years of Customer service experience in consumer electronic products. industry or related industries. At least 2 years on leading positions. In-depth knowledge of customer service principles and practices. Familiar with relevant technology trends and product knowledge. Good at communication, self-organized, hard-working, multitasking. Conditions and Benefits: Employment in full compliance with the Russian Labor Code. Work schedule is 5/2 at Office Salary will be discussed with a successful candidate. The office is 1 minute from the metro Novye Cheremushki.