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Careers Customer Relationship Management Head Of Customer Service, Europe and North America

Head Of Customer Service, Europe and North America

Shenzhen, China

Responsibilities
  • Management of all areas of customer support, including service strategy, contact centers, and after-sales
  • Oversee customer support quality, customer satisfaction, cost control, and maintain relationships with service providers
  • Set up and fulfill customer support policies and standards
  • Develop global after sales support partnership network, review and approve partnership agreements
  • Responsible for staff training and technology authorization
  • Take lead in staff performance appraisal and benefits
  • Assist in after sales spare-parts sourcing and cost control
  • Assist with handling escalated customer complaints
Requirements
  • Bachelor’s degree or higher; fluency in written and spoken English is a must
  • Overseas work experience, excellent understanding of after-sales support providers in North America, Europe, and Southeast Asia are a plus
  • 3+ years customer support management experience; 1+ year team management experience
  • Familiarity with Smartphone customer support management procedures
  • Strong drive for innovation, ability to quickly adapt to changes and a passion for improving standards
  • High integrity, empathy, and outstanding work ethic
  • A strong team player with high levels of patience and professionalism
  • Ability to work under pressure with strong execution ability
  • Strong understanding of cost control and data analysis
  • Willing to relocate short-term or travel regularly for business

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