职位描述：
1. Aftersales Strategy and Planning:
Develop and implement aftersales strategies that align with company objectives and enhance customer satisfaction. Analyze aftersales market trends, benchmark and customer feedback to identify areas for improvement in aftersales services. Set KPIs for the aftersales department and ensure targets are met.
2.Customer Service Management:
Oversee customer service teams to ensure timely and effective resolution of customer issues related to washing machines, refrigerators, and air conditioning units. Monitor customer satisfaction levels and develop initiatives to improve customer loyalty. Handle escalated customer complaints and ensure a satisfactory resolution.
3.Service Network Management:
Manage relationships with authorized repair centers, ensuring they meet company standards for quality and efficiency. Coordinate with service providers to ensure the availability of spare parts and timely completion of repairs. Conduct regular audits of service centers to maintain high service standards.
4.Reporting and Analysis:
Prepare regular reports on aftersales performance, including customer satisfaction metrics, service turnaround times, and cost efficiency. Analyze data to identify trends and make data-driven decisions to improve aftersales operations.
Present findings and recommendations to senior management.
职位要求：
1. Bachelor’s degree in Business Administration, Engineering, or a related field. A Master’s degree is a plus.
2. Minimum of 5-7 years of experience in aftersales service channel management or operations, preferably in the white goods or consumer electronics industry.
3. Strong knowledge of washing machines, refrigerators, and air conditioning systems. Proven leadership and team management skills.
4. Excellent problem-solving and decision-making abilities.
5. Strong customer focus with a commitment to delivering high-quality service.
6. Experience with ERP/CRM systems and proficiency in data analysis tools.
7. Excellent communication and interpersonal skills.
8. Fluent in English
招聘部门：
小米
工作地点：
华沙 ID：A07218
面试建议：
这个售后服务渠道管理经理的职位在小米公司具有特殊的重要性，因为它直接关系到客户满意度和品牌忠诚度。与普通售后服务岗位不同，这个职位不仅需要管理日常的客户服务团队，还需要制定战略性的售后服务计划，并管理整个服务网络。特别值得注意的是，这个职位要求对白色家电（洗衣机、冰箱、空调）有深入的了解，这在实际工作中将帮助你更好地理解产品问题和客户需求。 为了准备这个面试，我建议你重点准备三个方面的内容：首先，梳理你在白色家电领域的专业知识，特别是常见故障和维修方案；其次，准备具体的案例来展示你在售后服务渠道管理方面的经验，包括如何提升服务效率和客户满意度；最后，由于这个职位需要与多个服务提供商合作，你需要展示出优秀的沟通和协调能力。记得准备一些数据分析的案例，因为这是职位描述中明确提到的要求。在面试中，面试官很可能会通过情景模拟来考察你处理客户投诉和优化服务流程的能力，所以提前准备几个相关案例会很有帮助。