| Company: | Konami Gaming Inc.
Las Vegas, NV |
| Job Location: |
Las Vegas - Clark County
|
| Employment Type: | Full Time |
| Department: | Customer Service (Games) |
| Salary Range: | TBD |
| Benefits: | Please see Benefits Page |
Description: |
| The Director, International Customer Service is responsible for leading the Konami Gaming, Inc. international customer service function to drive a high degree of customer service and retention while achieving departmental and company objectives. Key areas of responsibility include installation, service and support operations. |
Duties: |
Oversees scheduling, shipment, installation, service and maintenance operations of games and equipment for defined international markets.
Directs and controls the activities for international customer service through key staff members within the company by assuming overall responsibility for planning, budgeting, implementing and maintaining costs, methods and employees.
Interacts with customers and distributors in a senior management capacity to resolve issues, sponsor projects, provide technical support, and build relationships.
Responsible for documenting and communicating international customer requirements with internal teams.
Primary point of escalation for critical and/or time sensitive customer issues. Engages required internal/external resources to resolve critical issues.
Ensures timely and effective resolution to customer problems and issues. Ensures that all customer calls/cases are properly received, logged, and tracked until resolution. Ensures calls/cases are resolved within company targeted SLAs.
Partner with the manufacturing and supply chain team to resolve supply issues, minimize cost implications and to ensure timely scheduling, shipment and delivery of products to market.
Works with department, company and customer staff to continuously improve international customer service and develop and maintain the highest level of customer satisfaction.
Visits distributors periodically, when appropriate, with the focus of building and maintaining strong working relationships with distributors and ensuring Konami is meeting distributor and customer needs from a support and services delivery perspective.
Maintains effective working relationships within department, company (Sales, R&D, Compliance, Manufacturing, Sales Operations), vendors and with distributor staff to ensure company objectives are achieved (operational, sales, financial and customer satisfaction). Ensures company objectives and customer expectations are aligned.
Responsible for developing and implementing customer satisfaction surveys to identify baseline improvement targets for department.
Identifies and prioritizes product improvements/innovations based on customer feedback.
Responsible for staffing and performance management activities including the setting of department objectives, individual objectives and staff development plans and the timely completion of employee evaluations.
Develops operational policies and procedures for technical support to ensure the effectiveness of the department.
Ensures that all company policies and procedures are adhered to and that employees are notified of any changes to such in a timely manner.
Conducts service audits and process reviews when required.
Responsible for leading periodic customer service reviews; establishing and publishing relevant and accurate customer service reports.
Reports any discrepancies, changes or recommendations, and/or problems for resolution to senior management.
Maintains a high level of integrity and professionalism (in behavior, work performance and appearance) at all times.
Works on special assignments or projects that are critical in nature to meet revenue/profit goals, customer satisfaction issues, timeframes, and other business goals unrelated or related to core responsibilities.
Must be able to obtain and retain gaming licensure. |
Qualifications: |
Bachelors degree with emphasis in Business Management or similar discipline. Masters degree preferred.
Minimum 10 years experience in a customer service management role in a fast paced, mission critical environment.
Bi-lingual with international experience in global operations serving a wide array of customers around the world. Problem solving and analytical skills required combined with impeccable business judgment.
Must be computer literate, with advanced knowledge of MS Software including: Word, Excel, Access, and Project. Ability to travel. |
