After Sales Service Supervisor
Consumer & Customer Care
Full Time
Vietnam
2019-06-30

Role Objectives
Provide Technical Assistance to retailers and consumers on products in and out of warranty.  Ensure consumer satisfaction and quality of the services provided.

ESSENTIAL DUTIES & RESPONSIBLILITIES:

•Technical Assistance to field technicians in trouble shooting and solution to solve the problem  for retailers and consumers;
-Quality issue management
-Customers and Dealers complain handling
-Proactively manage contractors to repair and close jobs asap including pending jobs without parts
-Assist the team to achieve customer satisfaction
•Products training, technical training, Instaedge training and other necessary knowledge training for both contractors and internal staffs
-Technical training for old and new products where contractors and dealers have not enough knowledge
-Product training for old and new products for contractors, dealers and internal staffs
-Instaedge training and defect code training to contractors; installation and demonstration training to contractors and dealers.
•Day to day operation
-Claim validation and approval
-Report
-Coordinate with other department to support contractors, customers and dealers. Recommend spare parts to Customer Service Manager and Logistic team.
•Provide technical information feedback from the field to the factory;
•Request and follow inventory of parts and accessories necessary for assistance;
•Ensure consumer satisfaction and quality of the service.

Minimum Qualification

KNOWLEDGES, SKILLS & ABILITIES REQUIRED:

Completion of university degree in engineering  or graduated technical college is  required (Hanoi university of science and technology, Hanoi university of industry,... )

Minimum 03 years of relevant experience.
Prefer candidates have experiences at Home Appliances Company
•Willing to work overtime, holidays and weekends whenever needed
•Able to work under high pressures
•Communication skill
•Customers relation Skill
•Office computer skills
•Interpersonal Skills
•Customer care
•Complaints handling
•Customer interaction
•Service techniques knowledge
•Product knowledge
•Technical knowledge application
•Self Presentation and Professional Image
•Self appraisal and continuous learning
•Time management
•Positive thinking
•Resilience
•Contractor Management skill

Languages: English (Intermediate), Vietnamese (Native)