Summary
Date Posted: Wednesday, July 06, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Global Phone Servicing Manager

Job Purpose

Responsible for global phone servicing excellence. Provide strategic direction in phone servicing for all markets and drive global best practices for phone servicing.

Key Job Functions
• This position reports to the Global Head of Retail.
Manage Relationships
• Drive collaboration for Phone servicing with Original Equipment Manufacturers to achieve the best support for In Warranty
• Drive collaboration with Approved Repair Centers to achieve excellent service
• Provide Forecast and warranty base to Original Equipment Manufacturers and Repair Centers for parts planning
• Lead internal relationships to harness the best support from internal stakeholders
Drive Efficiency & Best Practices in Phone servicing across all Markets
• Document and drive implementation of best practices in processes
• Audit and review process from time to time to ensure the best is in place
• Drive compliance in Notion documentation of processes
Data & Reporting
• Standardize and harmonize reports and reporting templates for all market
• Ensure Sanity of data & data source for all Markets by working closely with the local team for all markets
• Work closely with the local team to drive excellence in E2E Phone servicing SLA.
• Perform audits in phone returns data across all markets and ensure accuracy
• Closely monitor the key metric of the percentage of phones serviced within 10 days
Retail Expansion
• Work with the local retail person to expand Phone servicing through Depot servicing
• Draft processes
• Draft SOPs
• Measure effectiveness of depots
Performance measurement
• Devise and implement a scorecard to measure the performance of phone servicing across markets so as to encourage healthy competition and benchmark across all markets.

Experience/ Skills & Competencies
• Experience weighted above academic qualifications - Bachelor’s degree in a related field is an advantage.
• 2+ years of experience in an operational role is essential.
• Strong comfort with data, analytical thinking, interpretation of trends and graphs, and KPI monitoring
• Proficiency in Excel, PowerPoint, Word, Sharepoint, and PowerBI or other data visualization systems
• Experience in retail management, inventory management, returns management, customer service, and third-party contract management is an advantage
• Clear and effective written and verbal communications
• Ability to work with and manage accountability virtually with a global team to achieve the best results
• Interpersonal skills to effectively communicate with key stakeholders and manage business expectations, and communicate effectively
• A positive, learning-oriented attitude and capacity for self-empowerment

Education Requirement: No Requirements

Work Hours: 8

Experience in Months: 24

Job application procedure
Interested and qualified? Go to M-Kopa Solar on jobs.lever.co to apply

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