Director Of Customer Service at Samsung Electronics

To implement and manage  service strategy to support sales and marketing by providing timely, efficient and cost effective after sale service of products sold by the subsidiary to end-users and dealers i.e. Warranty Policy, Network Policy & Management, KPI management , SCSI survey, HQ auditing and GPPM management.
Strategy

•          Develop and Implement service strategy as per company policy and local market conditions in order to achieve customer value proposition.

Service Operations Management ( 70%)

•          Oversee the implementation of the Samsung warranty policy across AFRICA to effectively support new products in the market in order to maintain seamless service process and customer experience.
•          To manage AFRICA service centre as per the set Samsung standards and ensure they are operating at optimal capacity to be able to support all the products in the market.
•          To strategically plan for new service centres to support the growth of AFRICA and effectively fulfil the customer promise.
•          To determine the scope of the technical support required by Samsung service partners in line with the product offering and deploy resources and training required to enhance quality service.
•          To ensure the availability of Samsung genuine parts to be used in repairs across AFRICA.
•          To oversee the operations of the contact centre and ensure that Samsung customer queries are addressed as per the set service level agreements with the outsourced contact centre partners.

People Management

•          Identify, discuss and agree clear performance objectives or standards for all direct reports and partners while monitoring and reviewing their performance to ensure effective performance against the agreed objectives or standards.
•          Motivate the team through coaching, training and ensuring work life balance so as to maximize team productivity.

Resource & Project Management

•     Maintain and improve effective planning, performance and SDF budgetary frameworks, so as to ensure that performance is demonstrably effective against HQ, RHQ, and Subsidiary indicators that objectives are achieved, and that high standards of probity are met
•     Lead projects as required, ensuring they are managed to Samsung standards

Knowledge; Skills and Experience required for this Role

•     Degree in IT or Engineering field
•     10 years’ experience in a technical field 3 of which should be in management
•     MBA degree is desirable
•     PC system database knowledge background
•     MS software (Excel, Word, Power Point)
•     Good communication skills