Description

• Be responsible for all CS department’s activities: making plans, organizing tasks, making reports to BOD etc.
• Complete and improve the customer service department’s process for the best customer experience to our products
• Manage closely working processes; organize and coordinate CS team’s tasks; evaluate product & service quality frequently; deal with difficult problems related to our customers.
• Summarize all evaluation indicators of customers (satisfaction, claims, regular issues etc.)
• Acquire customer’s feedback, analyze and understand their insights; give ideas and improvement to meet their needs in each period (by month or quarter)
• Build up and evaluate CS team’s KPI/OKRs
• Train and coach all members of the CS team; connect and solve all problems of the team.
• Make monthly/quarterly/yearly reports of the CS team to BOD and other related jobs.