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
services
- 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
requirements
- 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
preference;
- 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.
