公司概况
Well-known retail group with 10+ luxury/fashion brands.
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职位描述
• Complete customer request analysis and ensure a complete and prompt feedback to the Front End following internal procedures and cooperating with all the other functions involved in After Sales process (Front End, Back Office, Production business units/Repairs centers). The process includes, but it is not limited to, the following activities:
- Open ticket (if not open by Front End)
- Receive / check tickets from Front End
- Evaluate ticket & technical issue (by photo and/or physically)
- Estimate the potential cost and time of repair
- Reroute ticket & damaged products
- Manage spare parts order and planning
- Escalate request (if needed)
- Solve and close the ticket
• Ensure continuous update of tickets through the system in order to guarantee the After Sales process traceability end-to-end
• Produce and analyze reports on After Sales activities and KPIs for continuous improvement
Key Requirements
• Bachelor’s Degree
• Experience in After Sales Services/customer service
• Strong customer orientation and interest in After Sales Service in general
• Good knowledge of MS Office
• Excellent communication skills including outstanding persuasion and presentation skills
• Ability to work independently, multi-task and work well under pressure in a fast-paced working environment
• Strong attention to detail and accuracy
• Advanced problem solving skills