Since its founding in 1976, Acer has achieved the goal of breaking the barriers between people and technology. Globally, Acer ranks No. 2 for total PCs and notebooks. A profitable and sustainable Channel Business Model is instrumental to the company's continuing growth, while its multi-brand approach effectively integrates Acer, Gateway, Packard Bell, and eMachines brands in worldwide markets.Acer strives to design environmentally friendly products and establish a green supply chain through collaboration with suppliers. Acer is proud to be a Worldwide Partner of the Olympic Movement, including the Vancouver 2010 Olympic Winter and London 2012 Olympic Games.
Over 30 years of making history in the fast-paced IT industry, Acer’s far-reaching strategy of focusing on R&D and marketing development has laid the foundations and created a company ready to embrace the challenges of the future. The Acer Group employs 7,000 people worldwide. 2009 revenues reached US$17.9 billion.
We are one of the fastest growing IT Company and now we are looking for a dynamic people to fill up the position of :
Acer Customer Service Center Supervisor
Responsibilities:
- Supervise the implementation of operation plan in Acer Service Center to be in line with SOP so as to achieve the agreed level of SLA and CSI
- Follow up & provide the proposed recommendation to superior for decision making process on each customer complaint in order to ensure the achievement of SLA and CSI
- Coordinate & monitor customer service (front desk) team in order to provide excellence customer service & solution for walk in customer
- Execute program in ASC function of CSI, i.e. queuing system, uniform/groom, officer development program, good environment, etc., in order to increase level of Customer Satisfaction Index
- Set up internal meeting for ASC team which related to Operation of ASC in order to achieve high performance of ASC Team
- Provide weekly report which including on case quantity (closed and waiting collection), customer trend, SLA and front desk, Warehouse Transit & Bench Repair team performance to be submitted to Superior
- Minimum Bachelor Degree in Information Management/Engineering/Science from reputable University
- Maximum 35 years old
- Minimum 5 years working experience in supervisory level
- Experience in Service Center Operation in Electronic/Consumer Electronics and IT industries
- Self motivation and initiative, combined with an analytical mind and logical/firm judgment
- Good problem solving skills
- Strong understanding of available and emerging technologies is essential
Responsibilities:
- Assist Superior in implementing IT related projects, support daily operations, and maintain user profile/authorization with regard to IT business applications in order to ensure the project deliverables meet user’s requirement and expectation
- Maintain, test, and monitor business applications, including coordinating the installation of computer programs and systems in order to ensure the project implemented in accordance to standard methodology and follow the best practice
- Maintain business production system (applications, interfaces, workflow, alert, etc.) to support the availability and continuity of business operation
- Provide business process consultancy to the business users in order to seek for better business solution
- Develop, document and revise system design procedures, test procedures and ality standards
- Determine computer software or hardware needed to set up or alter system, also liaise with system administrator for verification
- Male/female
- Minimum Bachelor Degree in Information Management/Engineering/Science from reputable University
- Minimum 3 years working experience in IT Management and experience in implementing ERP and CRM
- Having knowledge in Business analytical and logical/firm judgment
- Strong business process knowledge (ERP, CRM)
- Having skills in programming (.NET, Oracle, Progress) is essential
- Self motivation and initiative, combined with an analytical mind and logical/firm judgment
- Good problem solving skills
- Strong understanding of available and emerging technologies is essential
- English is mandatory, mandarin would be an advantage
Responsibilities:
- Sell Options & Accessories using database of Contact Center & Warranty database
- Follow up sales thru distributors to ensure the stock availability and target achievement
- Liaise with other related department especially Service Logistics in order to conduct Factory Outlet
- Develop and coordinate marketing campaign regularly to promote Options & Accessories
- Facilitate communication among MSR, Service Operation, Reseller & Distributors
- Develop report covers Sales, Reseller Stock, Activities, Suggestion & Plan
- Maintain Pricing Structure of Options & Super care
- Female, minimum Bachelor degree majoring in Marketing or Management
- Minimum 2 years working experience in sales activities or service center in IT / Electronic / consumer electronic
- Self motivation and initiative, combined with an analytical mind and logical/firm judgment
- Good problem solving skills
- Good communication skills
Responsibilities:
- Collect and prepare Account Payable document for payment process to support operational activities
- Administer all transactions in accordance with the prevailing system and procedure in order to ease in providing financial report and maintain a proper documentation
- Maintain payment transactions into system following SOP
- Verify the invoice/quotation towards the received payment in order to ensure the accuracy of the received amount before closing the data
- To do offsetting between invoices by system and cash received into system for fews branches service center
- Arrange Petty Cash
- Filling & keep well all documents
- Female, max 35 years old
- Minimum Bachelor degree (S1), majoring in Accounting from reputable University
- Minimum of 2 years working experience in Treasury, at Accounting firm will be an advantage
- Familiar with financial statement, processes, data, systems
- Excellent quantitative and analytics skill
- Good communication skills
- Able to work and deliver in high pressure environment
- Proficient in English, Mandarin will be preferable
Responsibilities:
- Assist Superior in arranging Customer Service Management System documentation in order to ensure the quality manual, procedures, and work instruction are aligned with ISO 9001 requirement
- Conduct internal quality audit in Customer Service Division to assure proper implementation of all policies and procedures
- Assist Superior in developing internal auditor to make sure adequate skill and knowledge of ISO 9001 auditing
- Monitor, revise and socialize new/updated Quality Management System documentation
- Assist Superior in creating and developing Service Quality culture in Customer Service Division
- Assist departments in implementation of Customer Service Management System so as to ensure each procedure and work instructions are complied by every department.
- Assist Superior in developing new applicable International Standard to improve quality of service
- Facilitate and assist Quality Improvement Team in achieving improvement projects.
- Assist Superior in monitoring the implementation of Service Standard in order to be aligned with the agreed procedure
- Minimum Bachelor degree (S1) majoring in Management or Technical
- Minimum 3 years working experience in quality management system (ISO 9001:2000) in service industry
- Willing to frequent travel
- Having teaching skill will be advantage
- Self motivation and initiative, combined with an analytical mind and logical/firm judgment
- Good problem solving skills
- Good communication skills
Responsibilities:
- Provide best solution from technical side based on customer needs of Acer products in order to support sales team in achieving the agreed sales target
- Prepare and deliver presentation to external party with focus on the technical knowledge regarding Acer products' superiority & compatibility in order to convince customer that the products meet their needs
- Conduct benchmarking between Acer products and competitor’s align with the agreed procedure to obtain proof of concept
- Deliver training to external parties as per Partner Management’s request in order to support their development program
- Seek and analyze latest updates on knowledge and information of competitor’s product to assure our product can beat competitor's product
- Coordinate with 2nd level support team to ensure all technical problem occurred are solved in order to meet customer’s expectation
- Minimum Bachelor degree (S1), majoring in Computer Engineering from reputable University
- Minimum 5 years working experience as presales / sales technical support in IT or Electronic/customer electronics industry ( *Presales consumer)
- Minimum 5 years working experience as presales / sales technical support in IT Solution company ( *Presales corporate commercial)
- Self motivation, proactive and initiative, combined with an analytical mind and logical/firm judgment
- Good problem solving skills
- Good communication skill
- Good presentation skill
- Willing to travel
- Having broader knowledge of theory and principles within a professional discipline or advanced knowledge of specific technical/operational practices
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