职位描述
General Job Description Regional Service Manager is responsible for the day-to-day management of regional after Services Department under the direct supervision of the National after Sales & service Manager As a team leader of regional after sales and service Team， the service manager is responsible to support all regional coordinators and service technicans(ST) daily works ，Guide the solution of difficult problems and email correspondence， he/she resolves customer service needs and issues and provides excellent customer service to coworkers and customers at all times. 1.负责协助中国区售后服务经理组织区域内部门员工按部门工作要求落实各项日常性的工作，保证公司服务工作的质量。 Responsible for assisting National after sales & service managers to organize departmental employees to carry out routine work according to departmental work requirements and ensure the quality of service work. 2.负责组织部门员工对客户的意见、投诉、建议进行分类，归纳、统计，并将分析情况每周向中国区售后部经理汇报一次，每周将部门和公司决策告知各区域协调员知晓并执行。 Responsible for organizing the national coordinators to classify， summarize and summarize the opinions， complaints and suggestions of the clients， and report the situation to the after sales manager every week， informs regional coordinators of departmental and corporate decisions and implementation by weekly. 3.负责每日审核协调员与电商客户沟通记录的专业度和准确度， 及时给予指导；查看客户案例处理的时效性，提高客户满意度。 Responsible for the daily audit of EC customers to communicate the professionalism and accuracy of records， timely guidance; view customer case processing timeliness， improve customer satisfaction. 4.给予协调员和技术服务专员各项工作内容的支持，每周安排一次案例实操和相关技能培训工作。提高货品配送时效、提高客户体验，降低客户投诉率； Delegate daily task to coordinator and ST， arrange related skills training for a case once a week. Improve product delivery time， improve customer experience， reduce customer complaints rate; 5.负责完成区域内每周/月数据表信息的收集&确认工作，制作售后月报&客诉分析报告。 Responsible for the completion of weekly / monthly data collection and validation of the work， the production of the monthly report & customer complaints analysis； 6.确保负责区域内所有公司的预售服务按照工作要求准时完成，制作每月预售服务月报。 To ensure provide presold service to all the companies in the region in accordance with the work requirements on time and make monthly presold service report. 7.负责将每日接收到客户案例分配给区域协调员跟进处理，确保公平且合理，关注每个案例处理后的结果和客户反馈。收集并反馈客户的评价给直线经理，并对售后服务提出有建设性的意见，用来改进售后服务质量和客户满意度。 Responsible for the daily reception of customer cases assigned to the relevant coordinators follow-up processing to ensure fair and reasonable attention to each case after processing the results and customer feedback. Collect and feedback customers comments to line manager and provide constructive suggestions for after sales and service improvements. 8.负责区域售后新员工招聘和入职培训事宜。 Responsible for regional service staff recruiting and training issues 9.负责所有区域车辆租赁和管理记录工作（定期检查、保养、维修、违章处理、年检等）。 Manage regional vehicle leasing and payment issues and record the usage of all vehicle( including regular checking， maintaining， repairing， handling violation affair and annual inspection) 10.负责区域内各个渠道客户退货的审核和管理工作，以及所有退货的后续安排工作。 Responsible for audit and management of all return of the various channel customers in the region and the follow- up work of return. 11. 制定在线协调员排班和区域所有员工的业绩考核； Arrange the work schedule for online coordinators and all regional staff performance evaluation. 12.完成中国区售后部经理分配的其他工作，确保工作的质量和效率 Finish other work assigned by National after & service manager， ensure the quality of work and efficiency. Qualification for the Job 任职条件 Bachelor degree or above， major in Customer service Relationship & Management will be a plus ; 大学本科及以上学历，客户服务关系与管理相关专业更佳； 3-5 years Customer service manager working experience welcomed; 3-5年相关客户服务经理工作经验***； Familiar with customer service & service process， after sales experience in electronics business， corporation and residental customer management; 熟悉客户服务与售后服务流程，相关电商客户、企业客户和家庭客户的售后服务管理经验； Experienced ERP User will be prefered; 熟悉ERP系统模块更佳； Fluent oral and written Chinese and English; 中英文听说读写流利； Good user knowledge of PC software; 办公软件操作熟练； Service oriented， superior interpersonal and communication skills; 良好的服务意识，卓越的人际交往与沟通能力； Strong execution， high efficiency， responsible， team-oriented 执行力强，工作高效，有责任心，注重团队协助; Work hard and be able to endure hardship 工作努力并能够吃苦; Regional travel required 需要区域性出差; 职能类别： 客服经理 微信分享
