Assistant Service Operations Manager

4 months ago


Auckland City, New Zealand Samsung Electronics Full time

Position Summary

To lead & support the Service Tracking team with daily tasks & queries.

Role and Responsibilities
- Be the first point of contact for the Service Tracking team.
- Escalate queries to the Customer Experience Manager in a timely manner & follow all escalations through to resolution.
- Support the Service Operations Manager to oversee daily KPI performance of the team & ASC's.
- Attend team meetings & support with insights & reporting.
- Support & coach the team to follow SENZ processes.
- Assist with new staff on boarding & training.
- Take responsibility for team KPI performance & ensure this is accurately reported to management.
- Monitor repair jobs assigned to ASC's nationally to meet KPl's
- Follow up pending jobs with other service team members
- Analyse tracking data and provide end of day performance reports to management.
- Build relationships with service partners & act as their first point of contact for all service related enquiries that would assist & support their performance.
- Provide accurate updates & report insights on outstanding jobs.
- Drive a culture of continuous system updates with the service network.
- Manage poor performing ASC's by providing admin & technical support
- Assist with auditing, assessment & performance measurement of ASC's.

Skills and Qualifications
- 3 years' experience in a resolutions/escalations team
- Training & mentoring in an escalations environment
- Fast and accurate data entry
- Advanced skills in MS Excel, PowerPoint and Word
- Strong communication skills
- Previous service industry exposure
- Experience in SAP system will be highly regarded

LI-SEAO #LI-MidSenior


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