Aftersales Supervisor - #101222

After Sales Supervisor - Xiaomi

Job Highlights

Competitive salary offer
Yearly performance bonus
A great place of work and learning

JOB DESCRIPTION:

Responsible for the management, development, and performance of all after sales and operation. Builds and directs and after sales team and provides leadership toward the achievement of established after sales targets and objectives. Formulates after sales process and targets and strategies to sustain and improve customer service satisfaction

DUTIES & RESPONSIBILITIES:

1. Manage and provide leadership to the after sales team to achieve a high repair rate and increase customer satisfaction

2. Formulates achievable resolutions and repair targets for the after sales team

3. Develop new strategies, and processes and established process improvement

4. Work closely with the local teams and authorized service partners to ensure full resolution of the issue and concerns

5. Manager after sales parts inventory and identify key parts and stocking level to ensure availability and fast repairs, communicate gaps, and push for the fast shipment

6. Data analysis and tracking the progress of issues and resolutions close the loop on service issues with all stakeholders

7. Management and reconciliation of after sales units being shipped to Xiaomi Head Office for Credit Note claims

8. Investigation of customer complaints and based on findings, propose warranty and policy recommendations that promote customers satisfaction and resolution in a fair and equitable manner

9. Assist with product development providing feedback to Management regarding design and serviceability

10. Provide periodic reports to management on all after-sales activities and operations

11. Ensure compliance with all general and company policies when carrying out job duties

12. Creation of policies, documentation, and effective presentation and communication of aftersales concerns with brands, partners and customers

QUALIFICATIONS:

Graduate of any related Course; with MBA / Master’s Degree is an Advantage but not required

At least 2-5 years related solid experience in Aftersales and Service preferably in Telco or Electronic Appliances field

Communication, coaching and leadership skills

Data analysis and reporting. Excellent knowledge of the technical aspects of the paper

Effective negotiation skills. Knowledge of proper handling of customer complaints

Time management skills and ability to delegate and influence

Office Address:
#46 Joy St Grace Village Balingasa Quezon City
(Nearest landmark is at the back of Ayala Mall Cloverleaf)