Description and Requirements

The role of the Korea Repair Care Manager is to lead and manage the service delivery of a customer repair service function based in South Korea.
This role will report to the Dyson Korea Head of Customer Care, and maintain business partner relationships with the Dyson Korea Team and internal support functions (IT/CRM etc).

The role will be based in the Dyson Korea office, with frequent visits to the 3rd party Repair Centres, with the responsibility of delivering a best-in-class owner experience that is in line with Dyson Global standards.

Market Overview:

Dyson Korea as well as global is growing rapidly by superior and innovative technologies delivered to market and challenging the status quo. We don’t rest, we work for continuous and high growth, and therefore, we have many new technologies to deliver to market.
 
Korea is one of the most important and fastest markets for Dyson worldwide. Dyson operates with a distributor partner in the market and in order to support the continued growth, is creating its own subsidiary locally.

Function Overview:

Our Customer Care team exemplifies Dyson’s problem-solving ethos. There’s no query our teams can’t answer. And there’s no fault our Service technicians can’t fix.
 
Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest technology – and sell products as well as solve problems. Responding to calls, emails, online enquiries and social media, our team is constantly evolving to give better service to Dyson customers.

Accountabilities:

Main Accountabilities:

  • Escalation Management – The role will be a primary contact in ‘escalation issues’ and will be responsible for timely resolution (within agreed parameters), where external consultation is required they will be required to initiate and follow up until satisfactory consumers issues are closed
  • Brand Advocacy – The individual will ensure the Dyson brand principles are maintained in every interaction with consumers
  • Daily monitoring and supervision of the selected 3rd party in ensuring KPI’s performance is consistently maintained in an efficient manner
  • Ensuring the business partner is compliant to contractual and performance obligations, leading regular monthly performance reviews. Where actions are needed for correction they must be developed, implemented and monitored
  • Drive efficiency and excellence in repair activities, Core activities are essential however a constant review of additional consolidated efficiencies should be maintained
  • Budgetary responsibility for the consolidated repair activity (Contact Centre)

Skills:

The Right Experience:
  • 8-10 years’ experience in a Repair Service Centre, with Management experience
  • Management of other 3rd party providers for customer service delivery a plus
  • Good systems/process knowledge with an emphasis on business process improvement and reengineering
  • Excellent track record in developing relevant product knowledge
  • Experience in building working relationships across multiple functions
  • Extensive experience in consumer focused businesses
  • Degree qualification or above
The Right Skills:
  • Proven expertise in world class repair care best practices
  • Excellent team leadership abilities
  • Exceptional Influencing skills
  • Excellent personal and business presentation skills
  • Strong team player capable of building and motivating teams
  • Proven business planning capability
  • High level of communication skills (English and Korean) both verbal and written
The Right Person:
  • Big picture thinker who identifies opportunities that are not obvious
  • Consultative and collaborative approach
  • Decisive and excellent influencer
  • Real self starter who has proven experience and takes huge personal responsibility to go out of their way to deliver exceptional customer service. 
  • Entrepreneurial flair
  • Energetic, engaging and positive approach
  • Assertive, prepared to see through plans and overcome objections
  • Analytical thinker, intelligent, quick-thinking, alert
  • Calm, logical, comfortable with all levels
  • Results driven
  • Proven people management capability and leadership ability
  • Comfortable in both strategic and operational mode
  • Creative and inspiring,  a great communicator and with the ability to deliver results, engage the wider teams, network well across Dyson and have a real passion to build something great.

Benefits Overview:

The successful candidate will receive a competitive compensation package which will include a base salary and annual performance bonus scheme.