Aftersales Service Manager
Hermès
- Hong Kong, Hong Kong SAR, Hong Kong
- Posted
This job is closed: the employer no longer lists it.
Skills
Required
- customer service
- establishing SOPs
- overseeing inventory management
- conduct root-cause analysis
- compile systematic reports
Join our team as an Aftersales Service Manager, where you will oversee the daily operations of the After Sales Repair Center and lead a multidisciplinary team. You will ensure exceptional craftsmanship, operational efficiency, and a premium customer experience across all post-purchase service touchpoints.
Responsibilities
- Your responsibilities will include managing team performance, handling complex customer complaints, establishing SOPs, overseeing inventory management, and driving service excellence.
- You will also monitor and analyze monthly KPIs, conduct root-cause analysis, maintain data integrity, and compile systematic reports.
- Additionally, you will collaborate with cross-functional departments, manage relationships with external vendors, organize technical training, and coordinate logistics activities.
- Lead, coach, and supervise the after-sales team, ensuring the highest standards of craftsmanship and customer service.
- Manage team performance through regular technical assessments, performance reviews, and ongoing development initiatives.
- Drive service excellence by identifying gaps in the customer journey and implementing initiatives to improve customer satisfaction and operational effectiveness.