Warranty and Sales Support Senior Specialist
- Ho Chi Minh City
- Permanent
- Full-time
2. Identify and analyze the market defects and customer complaints and share with the relative departments to solve problems.Role and Responsibilities
- CS Operations Overall Key Performances Index (KPI) management:
- Monitor overall CS operations performance thru pre-defined system and index.
- Analyze KPIs and conduct comprehensive report to CS management.
- Sales Support Management:
- Main contact of CS Sales Support management to stakeholders.
- Execution to CS sales products: Service Package (B2C, B2B, SC+), Value-Added Services.
- Data Analysis:
- Set up model of data analysis for overall CS operation report and dashboard.
- Improve accuracy of data and avoid abnormal or mis-matching claims.
- Study CS operation productivity improvement based on data analysis.
- Operation Planning:
- Execution to CS processes, policies to improve CS service quality and sales support.
- Set up model of market sensing to report with CS management for operation planning and development strategy.
- Major area:
- Business:
- Customer service operations
- Management:
- Service Package, Value-Added Services (VAS)
- Warranty Healthy Auditor (WRMD management, investigate warranty claim vs actual Service activity, analysis abnormal warranty claim, TV Glass ID, Fenrir, QR, ...)
- UPC (Used Part Collection) improvement
- Operation Planning
- Data analysis.
- Background:
- Education:
- Bachelor degree
- Professional:
- Customer service orientation.
- Expertise of data analysis.
- Comprehensive report and presentation.
- Experience & Skills:
- Preferred experience in customer service business of Electric or electronic, process innovation.
- Good Vietnamese and English speaking and communication.
- Strong team work spirit.
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