PRINCIPLE DUTIES AND RESPONSIBILITIES:
1.Analyze, identify and qualify support strategies to improve service quality and drive for service sales
2.Close work with internal cross-functions like sales & marketing, finance, logistics as well as outside partners. To develop execution plans to fulfill business needs.
3.Build up tracking system to evaluate project result and analyze impact/recovery/improving actions with related parties.
4.Analyze and monitor the performance of the customer feedback/reports to identify areas of opportunity for improvement. Set the directions for resolution.
5.Continuously strengthen support process to ensure great customer experience.
6.Lead/coordinate new initiatives and executive in local countries
REQUIREMENTS:
1.Set out the qualifications, experience and skills that are essential for the position
2.Bachelor's degree or equivalent with a minimum ten years’ experience in customer service or IT industry experience.
3.Analytical and experienced in leveraging data and metrics to find the root causes and set the directions for improvement
4.Strong business acumen and ability to deliver the plan to support business growth.
5.Proficiency in English
6.Strong project management background with proven ability to lead cross functional initiatives, and drive for exceptional results.
7.Excellent communication, presentation and negotiation skills are essential
INTERACTIONS:
1.Indicate the superior/subordinate relationship and any other working relationships
2.Report to Technical Support Director
3.Engagement with APJ leadership team on support issues, new initiatives and strategies of service support
4.Engagement with operation team for quality improvement and field operation optimization
5.Engagement with global service team for service improvement and drive for customer satisfaction
As for Target C&B,
ba<x>se range: 29000-35000RMB, annual ba<x>se+bonus: 430k-510k/Y,
if it’s LHFN, there is extra pension and housing allowance each month
