Job Description:
- Service Center Operations – Manage daily operations of the Huawei service
center to ensure smooth workflow, efficiency, and
compliance with company standards.
- Customer Experience Management – Oversee
customer service quality,
handle escalated cases, and
ensure excellent after-sales experience.
- Team Leadership – Lead, train,
and motivate the service center
staff (frontline, technical, and support teams) to deliver top-quality service.
- Performance Monitoring – Track KPIs such as turnaround time (TAT), customer
satisfaction (CSAT/NPS), and service quality metrics.
- Process & Compliance – Ensure adherence to Huawei’s service
policies, warranty guidelines, and safety standards.
- Inventory & Asset Management – Monitor spare parts, tools,
and equipment, ensuring accurate stock levels and
efficient usage
- Training & Development – Coordinate regular training for service engineers and staff to keep
up with new Huawei products and repair standards.
- Reporting & Feedback – Provide regular
reports on service
performance, customer feedback, and competitor benchmarking to
headquarters.
- Issue Resolution – Actively resolve
operational challenges, customer
complaints, and process gaps to improve overall service
delivery.
- Campaign & Service
Promotion – Support
service-related campaigns (e.g., care days, warranty extensions, service
promotions) to enhance customer loyalty.