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K-People Europe is a London based recruitment consultancy and we’ve been recruiting top talents for our clients in UK & Europe since 2007.
Our client, an industry leading manufacturer of radiographic imaging solutions, is looking for a Korean Speaking Customer Service Manager(Team Manager) who will be responsible for leading and managing the customer service team, ensuring high-quality customer support, and improving service efficiency.
This role manages daily team operations, monitoring team performance, and implementing strategies to enhance customer satisfaction. Close collaboration with other departments, such as Sales Operations, Sales and Marketing, is essential to provide a better customer experience.
The position reports to the Managing Director and liaises with HQ and European Head office on relevant issues and updates.
[Responsibilities](1) Customer Service
- Dealing with clients through a series of actions, either through phone, email or chat to solve a technical issue.
- Managing customer inquiries, complaints, and service requests, ensuring timely and effective resolution.
- Monitoring customer feedback and analyse trends to improve service quality.
- Handling escalated customer issues and provide appropriate solutions.
- Troubleshooting systems, diagnosing and solving hardware or software issues.
- Capable of understanding and performing technical tasks such as hardware and software installation / configuration / repair / service check-ups, while also effectively managing technicians and coordinating with customers.
(2) Strategy & Operations & Process Improvement
- Optimising customer service processes to increase efficiency and effectiveness.
- Utilising customer service tools to track performance metrics and improve workflows.
- Staying updated on industry best practices and customer service trends.
- Reporting key performance indicators (KPIs) to management and suggest improvements.
- Developing strategies for improving response times and service quality.
- Developing and implementing customer service policies and procedures.
- Communicating with HQ and the European Head Office regarding customer service and technical matters to ensure all updates and policies are implemented within the team.
- Analysing and generating reports on customer service-related matters, such as failure rate assessments, for HQ and the European Head Office.
- Managing service & product price increases by reviewing the affecting factors on a regular basis.
(3) Spare parts order Management
- Managing in creating quotation for services and products and other accompanied technical administrative work.
- Managing CS spare parts and consumable orders. (Order acceptance, Quotation, Delivery & Invoicing)
- Managing Sales order (Receive/accept PO - Dispatch - Invoicing)
- Managing Purchase order (Goods in & Posting AP invoice)
- Managing stock levels with monthly, quarterly, and annual stocktakes.
[Requirements](1) Must be fluent in both Korean & English
(2) Must have minimum 5 years’ experience in relevant client facing roles such as customer service management or account management
(3) Must have minimum 3 years’ team managing experience
(4) Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office (Word, Excel, PowerPoint, Outlook)
(5) Proficiency in CRM software and ERP systems preferred
(6) Strong leadership, coaching, and team management skills
(7) Excellent organisational skills and a high level of attention to detail
(8) An alignment to the company ethos of honesty, integrity and loyalty
[Conditions](1) Job type: Full-time & Permanent & Office based
(2) Location: South West London
(3) Working hours: 9am - 5:30pm
(4) Annual leave: 22 days + Public/Bank holidays
(5) Basic salary: 50~60K (depending on experience)
(6) Benefits: meal allowance(annual 3K), pension, etc.
[Before you apply](1) The right candidate must be eligible to work full-time in UK immediately without any visa restriction. If you’re on any visa permitting full-time work in UK, please indicate your visa status in your CV and when it expires.
(2) The right candidate must be able to commute to South West London regularly as it’s a fully office based role without hybrid option.
(3) Please send your CV in MS Word format
(4) ONLY right candidates will be contacted, and if your application is successful, we’ll contact you within 5 working days.
