After-Sales Service Manager

2 weeks ago

Sydney, New South Wales, Australia Xiaomi Technology Full time $90,000 - $120,000 per year

Key Responsibilities:

  • Service Network Strategy & Implementation
  • 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 SOPs
  • Customer Experience Leadership
  • Monitor customer satisfaction metrics (CSAT/NPS)
  • Lead VOC (Voice of Customer) analysis and relationship management programs
  • Risk & Compliance
  • Implement risk mitigation protocols and ensure regulatory compliance
  • Team Development
  • Conduct regular skills training and performance coaching

Requirements:

  • Bachelor's degree with 5+ years in mobile/3C after-sales management
  • Deep expertise in smartphone/IoT product service operations
  • Strong communication skills with customer-centric mindset
  • Business proficiency in English

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