After-Sales Management: Oversee the overall after-sales process for mobile products, including customer complaints, repairs, returns, and warranty coordination.
Customer Service: Handle customers after-sales inquiries and feedback, provide professional and timely solutions, and ensure customer satisfaction.
Repair Coordination: Communicate closely with service centers, technical support teams, and suppliers to track inspection, repair, and return progress.
System & Documentation: Accurately record after-sales data (such as IMEI numbers, repair status, return records), and organize all related documents and reports.
Quality Feedback: Collect and analyze common product issues or customer feedback, and provide regular improvement suggestions to the product and technical teams.
Inventory & Logistics: Assist in managing spare parts, returned units, and repair logistics to ensure smooth operations and proper record-keeping.
Policy Compliance: Be familiar with and implement company and brand after-sales policies, warranty terms, and service standards to ensure compliance and consistency.
Reporting & Analysis: Prepare regular after-sales reports, including repair rates, return rates, and customer satisfaction metrics, to support management decision-making.
Requirements:
Experience in the mobile phone or consumer electronics industry preferred.
Familiarity with smartphone hardware, systems, and common troubleshooting processes.
Excellent communication skills, patience, and a strong customer service mindset.
Proficient in Microsoft Office (Excel, Word, etc.) and basic data management.
Responsible, detail-oriented, and capable of handling after-sales issues independently while coordinating multiple parties.
