Ensure of implementing technical operation system per brands manufacturing guides & matching the operational standards through determining &, following up Customer technical Complaints & provide needed Technical training programs for Contact Center Staff, supporting CS improvement to reach highest & Support departmental objectives .
1. Work closely and co-operatively with Contact center team on solving outstanding and escalated technical problems to increase customer satisfaction & retain their loyalty.
2. Investigating and solving customer’s problems, which may be complex or long-standing problems that have been passed on by Service Centers or Showrooms.
3. Diagnoses areas of technical problems not matching the operational quality guides of vehicles brand manufacturing to improve (DPR)
4. Prepare root Cause analysis for CS Attributes.
5. Prepare CSI action Plan for focused attributes
6. Analyzing data and complaints to determine the level of customer satisfaction
7. Meeting with Line managers if needed to discuss possible improvements to customer satisfaction
8. Learning about our organization products or services and keeping up to date with changes.
9. Identify technical training needs as per operation business needs & CRM department objectives.
10. Provide Technical training to Call center Staff.
11. Implement & conduct training programs to Contact center, ensure of practically execution as per standards, and improve insufficient performance.
12. Prepare the annual Technical training map, ensure of implementing all related programs on timely manner.
13. Prepare the feedback data report, remark the problems, and discuss it with the CRM manager.
Job Details
| Date Posted: | 2013-12-01 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Engineering |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Management |
| Gender: | Male |
| Degree: | Certification / diploma |
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Date Posted: December 01, 2013 at 06:56AM
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Customer Satisfaction Technical Manager - S.O.S. HR Solutions
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