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Responsibilities

1. Ensure proactive management and implementation of aftersales activities, repair operations playing a bridging role between stores, lab, local suppliers and other related departments.

2. Implement and monitor repair system/spare part ordering including training, data conversation process.

3. Preliminarily judgement of reparability and customer solution based on repair typology/product conformity standard and basic awareness of characteristic of product/material/craft.

4. Keep control on lead time of dockets resolution to assure a high service level.

5. Daily support on stores’ escalated complaints even handle directly to customers’ enquires. Be the defense line to prevent sales lose and save customer satisfaction.

6. Assist to build improvement plan to improve performance.

7. Administrative and data supports on projects, trainings and reports.

8. Support relevant programs of aftersales service.

Competency Requirements

1. Bachelor above.

2. At least 3 years’ aftersales experience, including repair lab, complaint handling and store association.

3. Proven ability to develop effective business relationships and work cross-functionally

4. Basic knowledge of product compliance/executive standard of luxury brand

5. Good at office software such as Word, Excel and PowerPoint

6. Proficiency on communication in both written and spoken English

7. Pay attention to details and ability to work under pressure