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Job Description
- Developing and implementing metrics to measure the effectiveness of after-sales service programs, including customer satisfaction, service quality & KPIs.
- Developing and implementing KPIs for after-sales service operations for home appliances.
- Analyzing data and trends to identify opportunities for improvement in service delivery and cost-effectiveness
- Deliver and monitor ASP weekly & monthly performance trends.
- Monitor ASPs financial balance, billing & payments process.
- Analyzing customer feedback and service data to identify areas for improvement in service quality, and customer satisfaction.
- Collaborating with other departments, such as sales and supply chain, to ensure that customer needs are met and that service offerings are aligned with market demand.
- Developing and managing budgets for after-sales service programs, including staffing, training, and equipment.
- Ensuring compliance with industry standards and regulations related to after-sales service.
- Communicating regularly with service manager to provide updates on after-sales service programs and performance, and to identify opportunities for improvement.
- Staying up-to-date on industry trends and best practices related to after-sales service, and incorporating new ideas and approaches into service plans and operations.
- Providing regular reports to management on the performance of after-sales service operations.
Job Requirements
- A bachelor’s degree in engineering or a related field.
- 4-7 years of experience in after-sales service planning operations and KPI management.
- Excellent organizational and communication skills, as well as the ability to work effectively in a cross-functional team environment.
- Good presentation skills.
- Proficiency in Microsoft Excel & PowerPoint.
- Very good in English.
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