Head of SVC
SAMSUNG
Lot n°, Casablanca, Morocco
il y a 2j

1. Support to improve service operation by establishing strategies, process checking and field auditing.

2. Support to improve service operation by managing internal key performance index, service marketing investment and working manual for field(subsidiary and etc.)

3. Carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation.

Role and Responsibilities

1. Service strategy establishment Manage progress on service related goals which are achieved with a developed strategy.

2. Audit Manage processes regarding internal and external customers’ payment amounts.

3. Performance management Manage performance of KPI (Key Performance Indicator) for each business and manage and resolve an issue by analyzing it.

4. Customer satisfaction Select and operate a vendor which will conduct survey on customer satisfaction by product and service satisfaction.

5. Service marketing Manage and execute a campaign and service marketing plan to enhance brand awareness.

6. GPPM (Global Policies and Procedures Manual) management Make and collect a guideline by task related to service and manage it.

Skills and Qualifications

  • Leads small teams of professionals with limited control over budget spending or HR management such as recruiting or dismissal and supervises mentoring and coaching for team members
  • Typically implements short-term action plans rather than developing policy, process or strategy
  • Enhances or Improves methods or procedures and provides coaching to team members to ensure successful outcome
  • Has expertise in most or all job areas within a job family
  • Acts independently to determine methods and procedures on new or special assignments
  • Typically requires a minimum 12 years of related experience and a Bachelor's degree, or 10 years and a Master's degree, or a PhD with 7 years experience
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