Jawatan Kosong Customer Service Operating Manager Keysight Technologies Inc Bayan Lepas
by admin on Ogos 20, 2024Keysight Technologies, Inc. Jobs
Jawatan Kosong Customer Service Operating Manager in Bayan Lepas
Description :
Our powerful, award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. Diversity, equity & inclusion are integral parts of our culture and drivers of innovation at Keysight. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.
Responsibilities: Purpose of the Position
Manages customer service team located in Penang, Malaysia and providing leadership to services operation related activities, business groups and corporate organization with the focus on customer experience, process efficiency and quality to ensure operation excellence.
Key Objectives
- Improve customer experience in service process.
- Manage and improve process on Service Order Management.
- Drive and meet compliance and audit requirement in owned processes.
- Lead and develop the team in meeting HR and employee development objectives.
- Work with business partners to achieve KPI.
Major Areas of Responsibility
- Improve customer experience of customers.
- Work with Service Center, Business, Front Office and relevant counterparts to improve TAT, quality and customer experience related to service order management process, in accordance with Keysight’s process and policy.
- Apply quality methodology including but not limited to PDCA approach in continuous process improvement.
- Responsible for and measured on customer satisfaction goals.
- Manage and improve customer request processes to meet process metrics
- Manage service order management process to ensure fast response and meet SLA commitment.
- Collaborate with all the relevant counterparts to meet process metrics.
- Proactively and properly manage escalation cross functionally when needed.
- Meet compliance and audit requirements
- Work with business partners to close any gap (or potential gap) found in audit.
- Proactively review business processes, to identify improvement opportunity and enhance them to meet audit and compliance requirements.
- Lead and develop the team in meeting HR and employee development objectives
- Motivate, develop and retain talented employee with strong capability.
- Work with business partners to meet KPI
- Work with counterparts on the customer satisfaction score and service recovery process.
- Interface proactively with counterparts on a day-to-day basis to achieve objectives set while ensuring sound business solutions for both the customer and Keysight.
Leadership Behavior and Skills
- Customer and Quality focus.
- Knowledgeable in process management and able to transfer knowledge of complex concepts and processes.
- Ability to lead, influence, support, motivate and grow team.
- Good understanding of key service operations from end-to-end perspectives.
- Effective, proactive and concise communication (oral and written) on business, strategy and processes across multiple levels of management and staff in the organization.
- Builds productive and collaborative working relationship with business partners and counterparts.
- Good understanding and experience on audit and compliance.
- Bachelors or Master Degree or University Degree or equivalent.
- Min 5 years of practical experience in leadership or management role.
- Proficient in English and Japanese language is a must.
- People Manager experience preferred.
- Working experience in multi-cultural and customer service environment preferred.
- Candidate with leadership and experience in enterprise platform environments (e.g. Salesforce, Oracle) will have added advantage.
Careers Privacy Statement
***Keysight is an Equal Opportunity Employer.***
Should you meet the qualifications required, please register and apply to Keysight Technologies, Inc. website with link as follow :
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