Job Description

After-Sales Management:

Oversee the overall after-sales process for mobile products, including customer complaints, repairs, returns, and warranty coordination.

Customer Service:

Handle customers' after-sales inquiries and feedback, provide professional and timely solutions, and ensure customer satisfaction.

Repair Coordination:

Communicate closely with service centers, technical support teams, and suppliers to track inspection, repair, and return progress.

System & Documentation:

Accurately record after-sales data (such as IMEI numbers, repair status, return records), and organize all related documents and reports.

Quality Feedback:

Collect and analyze common product issues or customer feedback, and provide regular improvement suggestions to the product and technical teams.

Inventory & Logistics:

Assist in managing spare parts, returned units, and repair logistics to ensure smooth operations and proper record-keeping.

Policy Compliance:

Be familiar with and implement company and brand after-sales policies, warranty terms, and service standards to ensure compliance and consistency.

Reporting & Analysis:

Prepare regular after-sales reports, including repair rates, return rates, and customer satisfaction metrics, to support management decision-making.

Requirements:

Experience in the mobile phone or consumer electronics industry preferred. Familiarity with smartphone hardware, systems, and common troubleshooting processes. Excellent communication skills, patience, and a strong customer service mindset. Proficient in Microsoft Office (Excel, Word, etc.) and basic data management. * Responsible, detail-oriented, and capable of handling after-sales issues independently while coordinating multiple parties.