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Customer Experience Leader
hace 2 meses
About TCL Electronics Europe: As a leading consumer electronics company, we specialize in the development and manufacturing of innovative products. Our mission is to provide exceptional customer experiences through our commitment to quality, innovation, and customer satisfaction.
Team Development: We believe in fostering a culture of growth and development within our team. Our managers are dedicated to providing opportunities for our employees to take on new challenges and responsibilities, ensuring their well-being and career advancement.
Position: We are seeking a highly skilled CUSTOMER CARE MANAGER to join our Iberia team, responsible for driving customer satisfaction and service excellence.
Key Responsibilities:
- Consumer Satisfaction: Develop and implement strategies to improve customer satisfaction in Iberia, focusing on repair turnaround time reduction and Net Promoter Score (NPS) enhancements.
- Sales Team Support: Collaborate closely with the Sales Team in charge of Iberia, conducting regular meetings to review sales needs, address field issues, and implement action plans for improvement.
- Escalation: Escalate local situations to European Service Management, ensuring prompt resolution and customer satisfaction.
- Distributor After-Sales Conditions Management: Negotiate and manage after-sales conditions with key retailers and distributors in Iberia, ensuring alignment with company policy and driving negotiation to completion.
- Customer Interaction: Provide exceptional customer service, resolving issues and maintaining customer satisfaction through effective problem-solving and resource allocation.
- Repair Center Management: Oversee all aspects of repair/service centers in Iberia, including daily operations, coaching, support, and performance monitoring.
- Market Awareness: Stay up-to-date on market trends, competitors' service strategies, and continuously benchmark costs and services to ensure competitiveness.
- Administrative Reporting: Analyze customer service procedures and trends, identifying areas for improvement and implementing system enhancements.
