Customer Experience Improvement Manager
hace 2 días
We prioritize delivering exceptional customer experiences through our comprehensive after-sales services. Our mission is to build trust, quality, and reliability with our customers.
Job OverviewWe are seeking an experienced Customer Experience Improvement Manager to join our Service & Warranty team. This individual will be responsible for managing and analyzing service data to drive business growth and improve customer satisfaction.
Main Objectives:
- Improve customer satisfaction through effective after-sales services.
- Enhance information flow and efficiency through CRM training and support.
- Forecast spare parts demand and identify trends through historical consumption data analysis.
- Meet customer needs by processing spare parts requests and evaluating quotations.
- Ensure timely delivery of spare parts through logistics coordination.
- Implement corrective actions to detect potential issues and minimize losses.
- Resolve customer concerns through factory claims and reimbursement requests.
- Maintain accuracy and completeness through up-to-date tracking of ongoing service cases and product catalogs.
- Inform business decisions through real-time insights from automated reports.
To succeed in this role, you will need:
- Bachelor's degree in Business Administration, Industrial Engineering, Mechanical Engineering, or related fields.
- Minimum 3 years of experience as an analyst, supervisor, or technical lead, preferably in the home appliance industry.
- Strong knowledge of SAP, Power BI, and Google Analytics.
- High attention to detail and ability to work with large datasets.
- Excellent problem-solving and decision-making skills.
- Advanced Excel and data visualization skills.
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