Customer Service Manager

Job Overview

We are looking for a Customer Service Manager to oversee the after-sales service operations in India. Core focuses include managing service suppliers, developing service outlets, providing professional printer after-sales technical training for service partners, and driving continuous improvement of customer service quality. The role demands strong management capabilities, profound printer technical expertise, and excellent communication skills to ensure customer satisfaction and smooth operation of the after-sales system.

Key Responsibilities

1. Manage target market service suppliers (screening, onboarding, daily supervision) and develop service outlets to build a comprehensive outsourcing service supplier system.
2. Formulate and implement service supplier management policies, performance evaluation criteria, and design targeted technical training programs for them (covering fault troubleshooting, maintenance, repair, etc.).
3. Participate in optimizing customer service policies, systems, and processes; draft customer service improvement plans to standardize after-sales operations.
4. Handle after-sales parts management (demand analysis, ordering, inventory, bookkeeping) and daily printer DOA determination; formulate and execute the annual parts budget.
5. Collect service supplier and customer feedback, coordinate and resolve complex product quality accidents and customer complaints to maintain brand reputation.
6. Document service records, training materials, and supplier management information; stay updated on the latest printer technologies to optimize the after-sales service system.

Required Qualifications

1. Bachelor's degree or above; excellent verbal and written communication skills in English.
2. In-depth understanding of target market printer sales channels; 3+ years of printer industry customer service management experience.
3. Proficiency in troubleshooting and repairing various printers (laser) and conducting technical training.
4. Strong team management, coordination, and problem-solving abilities; adept at handling complex complaints.
5. Familiar with office software, after-sales tracking systems, and basic network configurations related to printers.
6. Self-motivated, result-oriented, with high sense of responsibility, professional ethics, and team spirit.