Assistant Manager Consumer Service Operations, eCom

Strengthen skill of consumer response and leverage global tools, best practices, and Voice of Consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services

Build optimal consumer response structure in eCom / Customization program area and contribute to consumer satisfaction and business growth

Strengthen link between business and consumers through optimal operations of response to consumer

Maintain and improve consumer satisfaction throughout optimal response to consumers

Improve level of consumer response in Call-center by monitoring KPI (Ensure to manage / supervise outsourcing vendors)

Establish structure to share internal information about marketing and products, etc. in a timely manner

Deal with serious complaint in a sincere and fair manner and develop relationship with consumers

Support the collaboration with global internal Consumer Services teams to adopt global tools, frameworks, and best practices

Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services

Review VOC regularly and consolidate consumer information

Share consumer information with related departments and lead internal improvement

Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth.

Drive smooth operation for this area related with Global, eCom

Build and maintain consumer response structure for eCom consumers in call-center

Ensure product supply to eCom consumer with Logistics vendor

Build and maintain Customization program operation

Web order operation support

Delivery information management

QC management (Product inspection)

Reproduction operation

Defect registration / information gathering

Execute daily tasks surely with thinking and efficiency

Provide improvement plan for quality of work

Review manuals / workflow as needed and coincide these with actual situations

Key interfaces (internal): eCom, Retail, Sales, Quality control, Purchasing, Marketing, global CS

Key interfaces (external): Call-center (HCL), eCom Logistics