Service Operations Lead — Customer Experience (Hybrid)

HARMAN International; Quezon City; Híbrido; PHP 600 000 - 850 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Employee discounts on HARMAN products

HARMAN University learning programs

Hybrid work environment

Resumo da oferta

HARMAN International is seeking a Customer Service Operations professional in Quezon City to elevate the customer experience, improve service center performance, and drive operational efficiency. The role reports to the Operations Director, Consumer Audio APAC, with dotted line to the Director, Consumer Audio Philippines.

You will partner with the Call Center Manager to drive excellence, manage NPS, and coordinate with marketers and distributors to enhance service processes.

Qualificações

• Bachelor’s degree in Engineering, Customer Service, Audiophile, Communication, or Electronics.
• Minimum of 3 years in a similar role.
• Proficiency in Microsoft Office applications, including Salesforce, Word, Excel, and PowerPoint.

Responsabilidades

• Partner with the Call Center Manager to drive operational excellence, enhance customer satisfaction, and improve service efficiency by managing NPS performance and monitoring agent attendance.
• Serve as the final escalation point and key decision-maker for complex customer inquiries and service-related issues.
• Collaborate with the Philippines marketing team and the Call Center to promote seasonal sales.
• Work with Philippine distributors to improve service operations and repair/exchange efficiency through third-party provider Solid Services.
• Manage the Philippines customer database and provide insights to support business decisions.
• Partner with Global Customer Service teams to implement best practices and strengthen call center capabilities.

Conhecimentos

Customer service experience

Communication skills

Problem solving

Formação académica

Bachelor’s Degree in Engineering, Customer Service, Audiophile, Communication, or Electronics

Ferramentas

Salesforce

Excel

Word

PowerPoint

Descrição da oferta de emprego

HARMAN International is seeking a Customer Service Operations professional in Quezon City to elevate the customer experience, improve service center performance, and drive operational efficiency. The role reports to the Operations Director, Consumer Audio APAC, with dotted line to the Director, Consumer Audio Philippines.

You will partner with the Call Center Manager to drive excellence, manage NPS, and coordinate with marketers and distributors to enhance service processes.