Customer Care Cell CCC Lead ASEAN
Customer Care Cell CCC Lead ASEAN
Posted on :
05-03-2025
Employer Active
1 Vacancy
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Job Description
ABOUT YOUR ROLE
You will enhance customers experience and differentiate Avery Dennison from its competitors and build a strong CCC and technical service team in ASEAN. You will be leading a team of Customer Care Cell (CCC) Engineers and Technical Service Engineers in ASEAN.
YOUR RESPONSIBILITIES WILL INCLUDE:
CCC & Technical Service Focus
- Handle customer complaints escalations and claims for customers across ASEAN.
- Working closely with CCC Engineer and Technical Service Engineers on the handling of customer complaints and ensuring its timely resolution based on service level agreements.
- Managing huge customer claims.
- Manage the companys policy to ensure that products meet customers needs and improve the products competitiveness vs competing products in the market.
- Working very closely with the Business Managers and Sales team to ensure customer complaints and claims are solved.
- Coordinating between internal and external stakeholders to ensure that all implementation of quality related corrective actions are of the highest efficacy
- Responsible for Regional Strategy & Projects for Process Improvement
- Working closely with Customer Experience team in driving Digitalization Initiatives like promoting ADportal
Employee Development and Management
- Lead the CCC & Technical Services Team in handling customer complaints and support to the customers.
- Train and provide development opportunities for the team. Ensure annual goals are complete and communicated. Ensure Global Performance Management System is up to date and regular feedback is provided to the team members.
- Monitor and evaluate team members and adjust training where needed.
- Attract retain and develop high potential talent.
- Act as a team role model and changeagent.
- Positively lead and influence team members to partner together to achieve individual and business goals.
Qualifications :
- Bachelors degree or equivalent preferred.
- 10 years of experience in handling customer complaints and claims.
- Experience in handling a regional team is a must.
- Experience in working closely with the sales team is a must.
- Experience in the handling process to improve initiative and projects is a mist.
- Candidates from Chemicals/ Ink/ Paper/ Films / Packaging Industries are preferred.
- Excellent written verbal and presentation communication skills.
- Excellent problem solving and analytical skills.
- Possess strong business acumen.
- Data driven and process oriented.
- Strong teamwork and relationship building skills.
- Strong customer focus and orientation.
- Skilled in reading understanding and writing technical reports (eg. 8D) as appropriate for the needs of the audience.
Additional Information :
AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
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