Job Description

Job Summary:

Provide high-quality service solutions for Segway's B2B and B2C customers, ensuring brand service reputation. Focus on customer satisfaction by continuously optimizing service processes, systems, and team service skills.

Essential Job Responsibilities:

• B2C Service Satisfaction : Responsible for users’ satisfaction with call center services. Manage call center operations, including business processes and system processes optimization, service indicators management, and continuously improving end users’ satisfaction.
• B2B Service Satisfaction : Responsible for B2B dealers’ satisfaction. Establish direct relationships with key client dealers, efficiently resolve issues, and continuously enhance B2B dealers’ satisfaction to support sales business expansion.
• VOC Operations : Oversee the overall improvement of service reputation in the U.S. through innovative self-service solutions and VOC (Voice of Customer) management, making service reputation a strong support for brand development.
• Customer Complaint Management : Standardize the customer complaint management system, handle crisis complaints, resolve misunderstandings between the company and customers, and create the best external environment for business operations and sales activities.
• Team Management : Build and manage the department according to service strategy planning, control service costs, and lead the team to achieve performance assessment goals.
• Participate in Key Service Transformation Projects : Implement and promote key service transformation projects within the HQ on the US front line.
• Other Duties as Assigned.

Required Qualifications:

• Bachelor’s degree or higher, with 5+ years of management experience in the service industry. Experience in managing large call centers and user experience operations is preferred.
• Strong overall perspective, data analysis, problem identification skills, good user thinking, problem-solving ability, and a spirit of in-depth research.
• Ability to independently manage a service team with strong team building, coordination, and planning skills, as well as a sense of purpose and responsibility.
• Experience in project management, operations, and cross-departmental communication, with the ability to quickly identify core needs, and strong collaboration, facilitation, and delivery skills.
• Proficiency in CRM and ERP systems, with strong Excel skills.
• COPC and Six Sigma certifications are preferred

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