Job Description
Major Responsibilities:
Back Office Customer Service Management
Management and follow-up of Customer Services
Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools,
Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests)
Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
Performance follow-up and continuous improvement on Customer Services
Be responsible for the business performance of all service-related operations
Monitor lead times at each relevant step of the aftersales & repair life cycle
Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store