08.10.2020

Senior After Sale Service Executive

  • CDI
  • Chine
  • Shanghai
  • Assistanat & Administratif
  • Minimum 6 ans
  • Hermès China

Main responsibilities


<ol> <li>To develop and manage China after sales service by proposal, including strategies developing and procedure set up to ensure a good product quality and maintenance service through an effective way.</li> <li>Ensures management and execution of repair center in China on all categories of products and successfully handle increasing numbers of repair goods within the lead time</li> <li>Responsible for detecting the quality issues and to continuously improve product quality or repair quality</li> <li>Handle escalated customer service issues and manage the complains</li> <li>KPI set – up and review monthly report, monitoring and analyzing to ensure the high quality of customer service level and repair lead time improvement</li> <li>Inventory of spare parts</li> <li>Build up and improve customer service training for stores, advanced customer handling skills, systemic customer service training. Keep close monitor on the training result and make improvement plan.</li> <li>Support line manager for new projects to further develop China after sale service</li> </ol>

Profile


<ul> <li>At least 8 years well traced working experience in customer service departments, retail luxury field preferred</li> <li>Strong communication skills</li> <li>Good sense of service and willing to accept the challenge and pressure</li> <li>Problem solving and multitask skills, willing to cooperate with other departments</li> <li>Good organization skills, logical thinking</li> <li>Good oral and written English, French will be a plus.</li> <li>University graduate above</li> </ul>