The Job

Customer Experience Officer

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång

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I korthet

This role is responsible for managing and driving installation and after-sales operations to deliver an exceptional customer experience. The Customer Experience Officer will focus on ensuring services are simple, fast, and secure, overseeing the entire process from pre-installation to post-installation and managing resources effectively.

Ansvarsområden

  • Manage and oversee pre-installation activities, including site feasibility assessments.
  • Provide product consultation and ensure compatibility with customer needs.
  • Plan and manage installation schedules and technician allocation.
  • Manage technician sourcing, workforce planning, and quality control.
  • Plan and control inventory of products and accessories.
  • Coordinate with Sales, Project, and BPO teams for installation readiness.
  • Ensure all customer information and requirements are complete before installation.
  • Identify and mitigate potential risks during installation.
  • Monitor on-time installation execution, quality, and safety standards.
  • Manage and resolve issues during installation.
  • Provide real-time coordination between technicians and internal teams.
  • Communicate proactively with customers about delays or disruptions.
  • Escalate critical issues for timely resolution.
  • Verify installation completion, accuracy, and workmanship.
  • Reconcile installation costs and technician fees.
  • Provide customer support on product usage and troubleshooting.
  • Consult and resolve installation-related issues, including repairs.
  • Manage spare parts inventory for repairs and after-sales service.
  • Handle customer complaints and after-sales cases end-to-end.
  • Manage product claims process (CARs) until closure.
  • Maintain accurate records and documentation for services and installations.
  • Analyze repeat issues to drive process improvement and customer experience enhancement.

Krav

  • Strong customer-centric mindset with a focus on delivering positive customer experience outcomes.
  • Proven ability in feedback management and customer complaint handling.
  • Proficiency in Microsoft Office applications (Excel, PowerPoint, Word).
  • Strong multitasking ability with effective task and time management skills.
  • Excellent problem-solving skills with the ability to make sound decisions under pressure.

Önskade kvalifikationer

  • English communication skills are a plus.

Förmåner

  • Opportunity to work with a global leader in access solutions.
  • Supportive environment with regular feedback, training, and development opportunities.
  • Empowerment to build a career around aspirations.
  • Diverse and inclusive teams with valued perspectives and experiences.
#customer service#installation#after-sales service#customer experience
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Företag

ASSA ABLOY Group

Publicerade jobb

för 2 veckor sedan

Upphör

om 1 månad

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Junior

Platser

Bangkok, Thailand

Sökande

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