• Directly reporting to Service Manager and Service Director
• KPI Management, handles and monitor all related KPI includes, corrective action plan and execution

Service Center Operations Management

• Daily monitoring of pending backlogs
• Daily coordination with Hotline for any pending offline customer escalations and complaints
• Handles DTI cases includes final resolution
• Conducts targeted training focus in customer service improvement, operations system etc.
• Perform service center operations audit includes data analysis, recommendation and timeline closure

Service Sales

• Responsible in creating programs to increase the service sales for mobile & laptop accessories & spare parts
• Handles the daily monitoring of all 2C and 2B service sales
• Creation of network and different channels for the accessory sales

• At least 3-5 yrs. Experience in the same field is a requirement
• Knowledgeable in service center operations and sales (mobile and IT products)
• Excellent communication skills, can communicate both English and Chinese is an advantage
• Have sales background (Mobile, Laptop and IT accessories)