Lead, Service
Full-time
HARMAN International
Introduction: A Career at HARMAN Lifestyle We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.
- Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson, Revel, Denon, and Bowers & Wilkins
- Unite your passion for audio innovation with high-tech product development
- Create pitch-perfect, cutting-edge technology that elevates the listening experience.
- 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 closely with our Philippines distributors, to enhance service operation procedures and improve repair and exchange efficiency through Harman’s third-party service provider, Solid Services.
- Manage the Philippines customer database and related service information, providing insights and analysis to support business and operational decision-making.
- Partner with Global Customer Service teams to implement best practices, optimize operational processes, and strengthen overall call center capabilities.
- Relevant Bachelor’s Degree in Engineering, Customer Service, Audiophile, Communication, Electronics.
- Minimum of 3 years in role or related role.
- Proficiency in Microsoft applications, (SalesForce, Word, Excel, Powerpoint).
- Hands on experience in fault finding and repairing of variety of products/ electronic items.
- Prior experience in Operation Management in setting up service standards like TAT, response time and completion time.
- Good customer handling and customer interaction skills.
- Prior experience in Consumer Electronics or FMCG industries.
- Talent and aptitude to analyze and solve problems independently.
- Excellent oral and written communication skills.
- Be willing to travel if required
- Any offer of employment is conditioned upon the successful completion of background reference checks.
- A hybrid work environment that balances flexibility with in-person collaboration, with most office-based roles onsite three days a week.
- Access to employee discounts on HARMAN products (including JBL, Harman / Kardon, AKG, and others).
- Learning and development opportunities through our award-winning HARMAN University programs.
- An inclusive and diverse work environment that supports both your professional and personal development.
Vacancy posted 1 day ago
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