ANNEX A

JOB DESCRIPTION

Position Title Customer Care Manager

Job Area Consumer Care
Department Service
Company Mondo Cucina Inc

Job Objectives
 To be able to provide excellent customer service experience to both our internal & external customers by
ensuring that deliverables are achieved:
- Call Center’s Call Answer Rate (CAR) >= 95%
- First Call Resolution (FCR) >= 13%
- Same Day Quotation (SDQ) >= 95%
- Net Promoter Score (NPS) >= 15%
- 1st Triage Success (1TS) >= 95%
- Technical Triage Accuracy (TTA)= 98%

Key Responsibilities
- Call Center Management
- Ensure achievement of Call Center KPIs
- Training of New CSRs
- Attends and resolves DTI escalated cases
- Act as consultant and oversee resolution for CRO elevated customer concerns or complex calls.
- Call quality monitoring, side by side calls and CRO coaching
- Act as control person and ensure compliance on all internal policies and procedures
- Work with management team to identify problems, communication company policy, procedures
and practices.

Reporting To
- Operationally: Service Manager
Functionally: Service Manager

 Key Interfaces
 Internal: Sales, Corporate
 External: Call Center, Authorized Service Contractors, Sales Promoters, Consumers

 Qualifications, Experience and Competencies

 Degree Holder
 Minimum of 5 years working in after-sales Home appliance industry
 With Good Analytical & Decision-Making Skills
 Proficient in Microsoft Applications (MS Word, Excel & Power point) & Database Management
 Excellent communication and people skills.
 Strong motivational skills
 Planning and organizational skills.

Personal Attributes
 Operates ethically and with integrity and honesty. Is transparent in terms of his/her intentions and actions.
 Shows respect for the individual and embraces diversity. Makes safety and care for the environment a
priority.
 Has a passion for innovation, is focused on the needs of customer (internal/external) and drives for
results.
 Acts as a team player who understands that the collective is stronger than the individual and is willing to
 go beyond the formal responsibilities of the job to assist colleagues and drive overall company
performance
 Has ability to influence his peers, manage upwards and motivate the team. Ability to negotiate with both
internally and with external parties. Manages expectations effectively.
 Expresses a high work ethic, is self-driven, energetic, adaptable and resilient when dealing with
adversity.
 Self-aware, takes responsibility for his/her actions, is pro-active and result oriented.
 Has a positive attitude, deals with issues in a constructive and pragmatic matter. Effectively seeks inputs
from (key) stakeholders to help create the best possible solution (from overall company perspective) and
ensure the necessary buy-in to deliver results at speed
 Has the ability to build relationships across functions and organizational hierarchies (internal and
external)