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>