Work as bridge between retail and care service. Actively go to store. Share and help store solve care related problems. Bring store understanding and knowledge back to Care team.
Handle all repair enquiries and maintain communication with retail stores and internal departments to align service demands.
Escalate repair abnormalities to headquarters via TIPS system, and follow up cases until full closure.
Conduct inspection, intake, TIPS ticket creation and follow-up for DC high end products refreshing.
Communicate and coordinate with external vendors to ensure smooth execution of repair and care tasks.
Administer the return of repaired products and cancellation of invalid repair orders.
Verify SAP Purchase Orders (PO) and goods receipt documents.
Management stocked repair products at warehouse.
Consolidate all repair-related customer complaints and drive full case closure.
Attend monthly cross-functional meetings including technical team with headquarters and sharing sessions with Retail Excellence team.
Store visits to provide frontline after-sales operational support.
Participate in cross-departmental training and other relevant meetings.
Drive after-sales special projects, including resource coordination, progress tracking and final acceptance
Compile and submit multi-dimensional after-sales reports.
KEY REQUIREMENTS & COMPETENCIES
Bachelor degree or above
Be familiar with Office software
Standard Mandarin, basic written and oral English communication skills
Proactive client excellence awareness and service skills are necessary
Proactive attitude, Open mind, active communication and fast learning
High responsibility and dare to try
Projects management experience is a plus
Good at teamwork, with commercial mindset and can work under pressure
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Work as bridge between retail and care service. Actively go to store. Share and help store solve care related problems. Bring store understanding and knowledge back to Care team.
Handle all repair enquiries and maintain communication with retail stores and internal departments to align service demands.
Escalate repair abnormalities to headquarters via TIPS system, and follow up cases until full closure.
Conduct inspection, intake, TIPS ticket creation and follow-up for DC high end products refreshing.
Communicate and coordinate with external vendors to ensure smooth execution of repair and care tasks.
Administer the return of repaired products and cancellation of invalid repair orders.
Verify SAP Purchase Orders (PO) and goods receipt documents.
Management stocked repair products at warehouse.
Consolidate all repair-related customer complaints and drive full case closure.
Attend monthly cross-functional meetings including technical team with headquarters and sharing sessions with Retail Excellence team.
Store visits to provide frontline after-sales operational support.
Participate in cross-departmental training and other relevant meetings.
Drive after-sales special projects, including resource coordination, progress tracking and final acceptance
Compile and submit multi-dimensional after-sales reports.
KEY REQUIREMENTS & COMPETENCIES
Bachelor degree or above
Be familiar with Office software
Standard Mandarin, basic written and oral English communication skills
Proactive client excellence awareness and service skills are necessary
Proactive attitude, Open mind, active communication and fast learning
High responsibility and dare to try
Projects management experience is a plus
Good at teamwork, with commercial mindset and can work under pressure
