Service Delivery Expert
The Service Delivery Expert oversees customer contact centers, manages physical service center operations, and ensures efficient spare parts logistics to maximize customer satisfaction and operational efficiency.
* Call Center Management:
o Develop and implement strategies to improve key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and average handling time.
o Monitor service level agreements (SLAs) and ensure consistent, high-quality service delivery.
* Service Center Operations:
o Supervise the after-sales service process, including kick scooter diagnostics, repair, maintenance, and quality control.
o Manage a team of service technicians, including task allocation, workflow scheduling, and hands-on technical guidance.
* Spare Parts Procurement:
o Develop and execute spare parts procurement plans to ensure adequate inventory levels for repair needs while controlling costs.
o Manage the entire spare parts warehouse operation, including inventory control, stock takes, and the receiving and issuing of parts.
* Administrative and Reporting Duties:
o Prepare and present regular reports to senior management on operational performance, KPIs, and budget adherence.
o Manage operational resources effectively, focusing on cost control and resource allocation.