Job Description

Western Digital

The next big thing in data is you!

As Customer Service Supervisor, you will work as part of a cross functional team to address customer needs related to Western Digital's consumer products via direct customer interaction or by providing guidance to our regional call centers. The customer Service Supervisor assists in ensuring call centers follow global best practices, participates in WD infrastructure enhancement projects, and identifies process improvements and develops plans to accomplish them.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Act as the Customer Service point of contact for the Western Digital Online Store and eBay programs. Monitor metrics, investigate irregularities and suggest corrective actions.
* Participate and manage in quality review sessions with call centers for quality measurement.
* Oversee RMA activity between Service Operations and call centers.
* Investigate and respond to customer and call center escalations daily to resolve issues in a timely manner.
* Assist in managing call center system access requests.
* Maintain FAQs, training and troubleshooting materials.
* Participate in special projects as designated.

REQUIRED:

* Ability and experience working in a fast-paced environment.
* Comfortable with the Microsoft Office suite.
* Up to 10% international travel may be required.

PREFERRED:

* Bachelors Degree or Equivalent required. Minimum 3 years of experience working with and directing offshore call centers in a technical support environment. Minimum of 5 years of experience working directly with customers. Hands on knowledge of computer electronics preferred.
* Advance written and verbal communications skills required with the ability to handle inquiries from our customers in professional and courteous manner.
* Self-starter who can efficiently prioritize, multi-task and work across the organization needed to address customer issues.
* Formal project management skills, coursework in data analysis, robotic process automation and artificial intelligence a plus.

ABOUT WESTERN DIGITAL

The future. Its on you. You & Western Digital.

Weve been storing the worlds data for more than 50 years. Once, storage was the most important thing we could do for data. Now, were helping the world capture, preserve, access and transform data in a way only we can.

The most game-changing companies, consumers, professionals, and government organizations come to us for the technologies and solutions needed to bring meaning and value to their ever-increasing diversity of data.

But we cant do it alone. Todays exceptional data challenges require your unique skills. You can be the next big thing in data.

Western Digital data-centric solutions are comprised of the Western Digital, G-Technology, SanDisk and WD brands.

Western Digital is an equal opportunity employer.

Western Digital does not discriminate on the basis of race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a persons gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the persons assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the Equal Employment Opportunity is the Law poster.

Western Digital participates in the E-Verify program in the US. For more information click here. Este empleador participa in E-Verify.

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