After-sales Service KPI & Operations Specialist

Azienda: Randstad Italia Spa
Data annuncio: 08/06/2020
Sede di lavoro: Milano

For an important telecommunications company, we are looking for a new member of our After-sales Service team who will be dedicated to monitor the operations and logistics processes of the offline service centers and to analyze the related KPIs, providing a clear picture of the service performances and working with a continuous improvement approach.

Work location: Milan

- KPI Management: you will work on monitoring all the after-sales service KPI, working on

performance analysis & internal/external sharing, incentive & penalties calculation and

sharing with Service Partners.

- Service intelligence: you will work on weekly sharing of insights report, analyzing KPIs

trend, collecting issues on the field and monitoring of competitors new initiatives and


- You will coordinate internal operations related to our performance KPIs (pending repairs,

bounce repair…)

- You will work on maintaining and updating offline IT systems (CCP, HW-Care, BI…), also

coordinating with other company functions to solve IT issues and implement new


- Logistics operations: you will monitor logistic KPI & performances daily, escalate logistic

issues resolution from service network, coordinate the logistics payments and manage

relationships with Logistics Partners

- You will coordinate internal audits for the Offline service operations

° General requirements:

- Outstanding analytic skills and logic thinking

- Good project management and coordination skills

- Deep investigation attitude on assigned topics

- Highly organized, proactive and target oriented

- Outstanding communication and cooperation skills;

- Electric device, Smartphone/PC interactive service management background


- Experience in service, after-sales is a background preference;

° Languages required

- Italian, English, Chinese fluent in writing and speaking

Contract: 1 year contract, with possibility of renewal.
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