After-Sales Service Manager

3 weeks ago

Sydney, New South Wales, Australia Xiaomi Full time
Overview

Lead Xiaomi Australia's after-sales service strategy and operations, focusing on building a robust service network, expanding coverage and portfolio based on local demand, and delivering exceptional customer experiences.

Responsibilities
  • Develop and execute Xiaomi's Australia after-sales service network strategy.
  • Expand service coverage and portfolio based on local market demand analysis.
  • Operations Management: oversee service partners, retail service centers, and quality control systems.
  • Continuously optimize service workflows and standard operating procedures (SOPs).
  • Customer Experience Leadership: lead Voice of Customer (VOC) analysis and relationship management programs.
  • Implement risk mitigation protocols and ensure regulatory compliance.
  • Team Development: conduct regular skills training and performance coaching.
Qualifications
  • Bachelor's degree with 5+ years in mobile/3C after-sales management.
  • Deep expertise in smartphone/IoT product service operations.
  • Strong communication skills with a customer-centric mindset.
  • Business proficiency in English.
  • Seniority level: Mid-Senior level.
  • Employment type: Full-time.
  • Job function: Customer Service.
  • Industry: Computer Hardware Manufacturing.
Location

Sydney, New South Wales, Australia

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