Customer Service Manager- Algeria Area
Samsung Electronics CO-LTD
Total years of experience :15 years, 6 Months
• Oversee the customer service department and ensure that all team members and Service Partners are providing timely and effective assistance to customers.
• Determine yearly business plan based on global company strategy to achieve CS division KPIs target.
• Set up provision and reflect expense for each product in accordance with the provision guide rate for service cost.
• Develop and implement customer service policies and procedures to improve the overall customer experience.
• Monitor and analyze customer service metrics to identify areas for improvement and make recommendations for changes
• Manage customer service training and development programs to ensure that all team members are equipped with the necessary skills and knowledge to excel in their roles
• Handle escalated customer inquiries and complaints, working to find efficient and effective solutions.
• Collaborate with other departments, including sales, marketing, and product development, to address customer needs and concerns.
• Promote service operation and contact center channels through efficient marketing communication activities.
• Enhance product quality in cooperation with Quality Assurance audit team and report CET quality and business potential risks.
• Expand and develop service network in Algeria and support ASCs with branding, training and service marketing activities.
- Prospecting for potential new partners and turn this into increased business.
- Overall Dealer’s performance analysis and benchmark through Dealer Business Intelligence (DBI)
- Present new products and services to new partners and build a strength relationships.
- Present to and consult with mid and senior level management on business trends with a view to developing new sales and service distribution channels.
- Ensure dealer readiness for new vehicle launches (Parts inventory and service/parts training).
- Dealer compliance with the implementation of Retails Standards in areas of Sales, Accessories, PLV and relevant CRM.
• Analysis of findings after Audit and propose corrective action plan (monthly).
• The implementation of DPR Service (Dealer Review Process) / Analysis of results on weekly basis.
• Contribute on Head of departments action plans to insure the well ongoing of monitoring and improving CS.
• Ensure the implementation of CHS compliance.
• Conduct area managers on the quality notes and involve them to ensure the implementation of Nissan standards.
• Contribute to the enhance Nissan Sales & Service Way activities / Training Process and determine the responsibilities of each person involved in sales activities.
• Train Sales Persons on Customer Handling Standards and ensure continuous improvement of Customers handling activities and Sales process.
• Handl serious complaint by coordination with Toyota Motors Corporation in Japan Hino, Daihatsu and Subaro HQs
• Analyze After Sales (Parts & Service) and sales customers satisfaction survey .
• Set up action plans at Sales & Service and implement it at branches level.
• Coordinate with division head to improve customer care and enhance the brand image via Customer loyalty program and Customer satisfaction Budget.
• Set up and analyze Service & Sales Customer Satisfaction (CS) and Customer Retention Rate (CRR).
• Respond to customer requests and questions regarding services, products and account information. Analyzes and rectifies customer concerns using CS tools and software.
• Lead and support call center team.
• Team leader of Quality control cycle 2009, 2010.
Bachelor degree in economic sciences, econometric field. M'Hamed Bouguerra University (Ex INHC), Boumerdes, Algeria (2008)
English Certificate, level Upper intermediate National Institute of productivity & Industrial development (INPEDI) Languages and technology
Baccalaureat on foreign languages College Omar Klalcha, Algiers, Algeria (2004)