Area Service Manager ( Smartphone Industry)

Responsibilities:

• Partner Life Cycle Management
• Looking for service partners to build new service outlets: responsible for finding partners who meet the company's requirements according to market sales, etc., and establishing service outlets according to network construction standards;
• Network empower (skills training and promotion support): responsible for the training and guidance of system operation, service specifications, etc. after the new network is built, as well as the landing support of publicity and promotion activities
• Network audit (visit communication and on-site audit): Responsible for on-site visit and inspection of outlets, including but not limited to network image, accurate ticket entry, on-site squatting audit, etc
• Network withdrawal (cancellation of cooperation review, service capability supplement): When the responsible outlets stop cooperating, the closed loop of ticket processing left over from history, the settlement of accounts such as materials and labor fees, the return of physical materials, etc.; and after the withdrawal, the service capability Supplementary program adjustment, network layout optimization, etc
• Service performance delivery management
• Daily service delivery management:
• Customer complaint problem solving: communicate with customers, understand customer complaints and demands, solve customer problems, and coordinate resources to solve closed-loop overdue tickets;
• Network training support: communicate with outlets, find problems in the delivery and performance of outlets, support to help outlets solve problems, improve service quality
• Network spare parts management:
• Material quota: According to the early warning of the quota, notify and follow up the outlets to make payment in time, and coordinate and solve abnormal situations to ensure that the material quota of the outlets is sufficient, which will not affect the distribution of materials, thereby affecting the delivery of services;
• Inventory inventory: Regularly check the inventory of ASC outlets with material control professional line personnel to ensure that the accounts are consistent; overdue and unreturned materials are transferred to the warehouse for sale and outbound processing
• Old piece verification: urge outlets to return old pieces within 14 days
• Maintenance technology improvement:
• Maintenance technical skills training: new product information synchronization ASC maintenance engineer, related maintenance skills training guidance, face-to-face training, etc.;
• end point quality problem collection feedback: end point product quality problem collection, upward report, in order to deal with the timely solution and improvement.
• Customer Relationship Management Agent Relationship Management
• Service demand docking and communication: establishment of daily communication channels (address book, communication group, etc.), maintenance service delivery communication and cooperation, service cooperation communication, etc.;
• Service policy publicity and implementation: CC service policy (especially including special service policy, DOA, DAP replacement policy, EOS, EOL, etc.).

Requirements:

• Bachelor degree or above.
• Experience in mobile phones business is a must.
• Fluent in English, proficient in minor languages is preferred.
• At least 5 years of Customer service experience in consumer electronic products. industry or related industries.
• At least 2 years on leading positions.
• In-depth knowledge of customer service principles and practices.
• Familiar with relevant technology trends and product knowledge.
• Work experience with Chinese companies is an advantage.
• Experience in 1C or CRM system，Skilled in excel.

• Employment in full compliance with the Russian Labor Code.
• Work schedule is 5/2. Working time is from 9 am - 6 pm.
• Salary will be discussed with a successful candidate.
• The office is 1 minute from the metro.