Consumer Care/Customer Care
Permanent
JOB PURPOSE工作目的：
负责管控及提升区域零售和工程项目的售后服务质量。拓展服务网络，开发合作网点，管理服务质量，为服务商和售后工程师提供及时、完善、专业的安装业务协调及技术支持，保证区域零售服务和工程项目的顺利实施。
PRINCIPAL RESPONSIBILITIES 主要的工作职责
· 负责区域内服务网点开发、培训及日常管理，保障各渠道家电安装与维修服务网络顺畅；
· 处理客户投诉，监控NPS、RCT、FVR等核心数据，提升售后服务质量与客户满意度；
· 提供区域内家电技术支持与故障解决方案，编制维修指导书、公告等资料；
· 按月统计分析安装、维修数据及故障情况，向总部提交分析报告；
· 联动销售团队，制定区域工程项目安装及服务计划，推进项目落地；
· 对接经销商/开发商，提供技术及安装方案，协调现场勘查、物料验收及入户安装；
· 负责样板房安装确认，跟进项目进度，协调解决现场问题，保障项目按期高质量完成；
· 统筹客户及服务商培训，制定年度培训计划，规范服务商售前、安装及售后服务流程；
· 跟踪处理项目重大技术及质量问题，做好记录与监控，提出备件备库建议。
ducational Background / Professional Qualification Requirement 学历／专业资格要求:
·本科机械/电子类专业毕业，对电气性能、制冷、机械等熟悉或精通。
Work Experience Requirement 工作经验要求 Minimum:
· 具有 3-5 年以上服务网络管理经验，家电工程项目或橱柜、建筑设备行业项目管理经验。
Desirable: · 有外资家电品牌售后管理经验优先。
Skill/Competence Requirement 主要技能要求
·具有良好的团队合作精神和客户服务意识； ·具有较强的分析判断和实践能力； ·良好的组织协调能力，以客户为中心善于协作、沟通和谈判。
Language ability Requirement 语言能力要求 Minimum
· 英文，能够熟练阅读英文技术资料。
Computer literacy Requirement 电脑知识要求
· 能熟练使用 office、AutoCAD等办公软件。
Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2024 Electrolux Group had sales of SEK 136 billion and employed approximately 41,000 people around the world. For more information go to www.electroluxgroup.com
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