Job description for Mail-in Service specialist & Technical Support at Elabram Systems
Job Description :
- Manage the end-to-end process of Mail-In Service operations, including the receiving order process and tracking orders to ensure timely repairs and in-time delivery.
- Communicate effectively with all stakeholders (logistics supplier, service supplier, and all the internal support team) regarding service process, policy update, and repair statuses.
- Monitor inventory for spare parts and escalate shortages as needed.
- Service Experience Monitoring: Regularly collect experience-related KPI data, prepare data reports, organize meetings and issue backtracking to analyze the causes of abnormal service cases, develop improvement measures.
- Complaint Handling: Follow up the handling process of critical complaints and output summary materials.
- Technical Support: Responsible for the new products service preparation, technical issues handling, providing the support to service centers, incident and crisis management.
Requirement :
- Bachelor degree or above, proficient in Microsoft Office suite (PPT and Excel)
- Experience min 2 years in the same position
- Familiarity with electronic devices and repair processes, working experience as operations specialist in electronics industry or service industry is preferred
- Strong communication skills and teamwork skills, good at coordinating all parties to achieve common business goals
- Goal-oriented working attitude, Sensitive to data, Strong in logical thinking and data analysis ability
- Customer-focused attitude
- Fluent in English (MUST)
