After Sales Head

Indonesia  |  Jakarta

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Responsibilities / Introduction

  • Responsible in managing Xiaomi Indonesia After Sales Function and subsequent end to end activities, which include but not limited to:
    • Key metrics (KPI) management to achieve the pre-defined targets
    • Outserve Xiaomi customers/users and leave a long-lasting excellence impression across After Sales channels/platforms, indicated through NPS & CSAT score
    • Continuously optimize and explore new methods/ways to establish Xiaomi’s reputation as a leader in after sales, either via competition or via coverage in
  • Manage all integrated processes of After Sales, both internally and externally, i.e dissatisfied/repeat customers, service quality consistency improvement, and external relationship
  • Identify key critical failure/breaking points which potentially has an impact on after sales key activities and propose + execute initiatives to mitigate those points
  • Monitoring compliance of after sales activity to Xiaomi standards and best practice alignment to vendors/partners
  • Direct, align and lead Xiaomi Indonesia after sales team in line with key metrics provided

Requirement

  • Candidate must possess at least Bachelor's Degree preferably majoring in Engineering and/or Business Management.
  • At least 7 Year(s) of working experience in the related field is required for this
  • Work experience in After Sales Service, Service call center, walk-in service center management Spare parts inventory
  • Prior experience in Tech/FMCG/ICT industry would be a strong plus
  • Strong sense of customer service and teamwork spirit, ability to execute and solve unexpected problems
  • Experience and have strong interest in the smart phone and consumer electronics industry, familiar with the related technology and use of smart phones and consumer electronics

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