Customer Services Manager


SUMMARY

Work Experience:              > 4 years

Education:                          Bachelor degree in IT related majors or Business Administration 

Job Type:                            Full Time    


Job Responsibilities

•       Monitor the day to day service delivered by the service desk and support organizations

•       Keep track of agreed SLAs and develop action plans to enhance the end user experience satisfaction with the Service Desk

•       Monitor the end to end tickets solution

•       Manage and coordinate urgent and complicated support issues

•       Establish KPI and provide a related report to senior management

•       Ensure service desk maintain proper documentation for audit purposes 

•       Analyze the most common incidents and problems and propose innovative solutions for improvement

•       Proactively seek the enhancement of the end user experience with the service desk and resolver teams 

•       Analyze and make action plans towards the result of satisfaction surveys

•       Monitor team members’ performance, conduct employee reviews as well as give productive and constructive feedback.

•       Develop guidelines and standard operation procedures to improve service desk’s services and performance

•       Establish a training curriculum for team members

•       Ensure proper work schedules with sufficient employees to handle internal and external inquiries/service needs 

 

Required Skills and Experience

•       Excellent oral and written communication skills in English and Chinese, and display a high commitment to improving customer service. 

•       Attention to details

•       Strong leadership, time management, and analytic skills 

•       Consistency in the delivery of established service standards and job knowledge. 

•       Ability to work efficiently in high demand and a team-oriented environment. 

 

Education Requirement

 

•       Bachelor degree in IT related majors or Business Administration 

•       4 years or above work experience in operation leading role within IT Service Management areas


An excellent career path is now available.  

Interested candidates please submit your full resumé to hr@pia.com.mo





GO TOP