DEPARTMENT: Customer Service
REPORTS TO: Head of Customer Service
- Prompt call response
- VOC registration
- SPM system utilization & feedback to relevant dept on part availability
- Interns role assignment & monitoring, Training schedule
- Customers query response via Sprinkler (Facebook/Twiter/Instagram & Youtube)
- Communication with marketing & other relevant department on any issues raised.
- Online CSAT Survey & resolution rate
- Content sharing on DB portal
- Weekly sales status sharing ->Progress status: Follow ups with Opalnet
- Monthly sales status sharing for all CIC members
- IH repair scheduling for SNS service requests
- Weekly/ Daily CIC status report update.
- Daily CIC board calls update
- Up- to date CIC white board call status update
- Monthly report status sharing on need basis
- WhatsApp chat support & follow up
- WhatsApp CSAT Survey score & resolution rate
- Content Sharing on DB Portal
- Digital Portion Quantity improvement PIC
- Follow up with own IH schedule in the system
- Customer promise time management
- lg.com e-mail response
- VOC registration for lg.com customer feedback
- VOC PIC--> Confirmation, contact & responsible PIC.
- Follow up with all Disty PIC on monthly detractor status results
- VOC analysis and result sharing with Disty & LG for action plan implementation
" - NPS analysis and result sharing with Disty & LG
- Action plan implementation "
- Detractor system management: Customer follow up and system update. For all Disty
- Emails response PIC
- Response L/T monitoring
- Monthly customers query compilation, follow up response.
- Call counsel registration for emails querry
- Respond to thinQ queries and comments on GSFS
- Escalate App issues, customer suggestions to HQ developer
Requires a bachelor's degree in area of specialty and 1-5 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices and procedures.
A wide degree of creativity and latitude is expected. Typically reports to management.
Self-Directional and entrepreneur.
Skills & Proficiency:
• Customer Service
• Data Entry Skills