FSA Customer Care Center manager

Schneider Electric Le Siege, CAS

About the Job

Role :
Manage FSA Customer Care Center
- Meet or exceed customer satisfaction targets
- Implement company policy, define roles, targets and objectives
- Drive Business transformation in the CCC
- Evaluate and plan resources to maintain agreed service levels
- Create an effective and efficient organization
- Understand "why customer call us" by customer interaction analysis and make sure that all customer complaints are resolved in a timely manner
- Contribute to Knowledge management development
- Contribute in the Voice of Customer for the Offer Creation Processes
- Develop Self service for all customer segments
- Communicate with customer care centre staff,other departments, customers and external organizations.


Accountability:
Efficient and effective response to customer queries, along with effective online support
- The timely and effectively management of dissatisfied customer's call back
- The determination of recurrent customer dissatisfaction, their containment, root cause analysis, correction, and prevention
- The level of competency for CCC teams

Main Interactions
- FSA Customers
- CCC Teams
- FSA CS&Q lead
- FSA Sales, Services, Marketing, GSC Managers
- Any leader that may contribute to solve Customer issues
Key Metrics
- Customer Overall Experience
- Customer touch points experience (Solutions/Projects, Services, Expert assessment, etc.)
- Customer Support (Customer Care)
- Complaint Management: Business Risk Escalation, Offer Safety Alert, etc.

- Performance of SE Quality Execution

=> Reports to Head of CS&Q FSA cluster

Qualifications
- Bachelor / Master Degree
- at least 10 years related experience in Sales/Marketing/Services/Quality, etc.
- Strong leadership
- Customer Oriented mindset
- Process oriented
- Good level of Business acumen
- Empathy capacity

Potential Career Path
To Sales/Marketing/Services Senior Manager, CS&Q