• Plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned • Develop and maintain updated Customer Service department policies and procedures and Manual • Supervise and coordinate Customer Service Technicians service/warranty activities to ensure delivery of quality products to customers • Recommend changes to products or services to fulfill customer needs • Total involvement with training, communication and development of all Customer Service personnel • Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim • Create solutions that positively impact the service, efficiency, and productivity • Manage all Customer Service activities and staff competencies to optimize and sustain performance, profitability, cost controls, and customer satisfaction • Ensure standards of quality are maintained; set targets for employee performance and monitor progress • Resolve customer complaints via phone, email • Supervise day-to-day operations in the customer service department • Create effective customer service procedures, policies, and standards • Develop customer satisfaction goals and coordinate with the team • Hire and train new customer service agents • Develop of ways to improve the level of satisfaction • Communicating with internal teams to discuss sales targets • Leading and motivating a team of staff to ensure they provide the best possible customer service. • Enforces company policies and procedures • Implements production, productivity, quality, and customer-service standards • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results • oversee the achievement and maintenance of agreed customer service levels and standards • Review customer complaints and track customer complaint resolution • Identify and implement strategies to improve quality of service, productivity and profitability • Liaise with company management to support and implement customer service growth strategies • Manage and track customer orders from purchase to final shipping • Provide administrative and operational assistance to ensure smooth product delivery to customers • Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc • Implement strategic plans to improve customer service and company’s revenue • Manage and monitor daily working of customer service team • Coordinate activities with all other functions of the department • Record, organize, and file customer interactions and product changes • Maintain a professional workspace and workflow. • Analyzing important management information to ensure customers are being properly treated

• Bachelor Degree in Business Administration, IT or related filed. • At least 2 years experience working in traveling industry or as a professional sales. • Excellent selling services, communication and negotiation skills • Proficiency Microsoft word, Excel & Power point • Honest, friendly, patient, flexible, and reliable person • Good command of English • Excellent verbal and written communication skills • A thorough knowledge of the product or service the company they work for is offering • Efficiency and organisational skills • Administrative skills