After-Sales Cx Lead — Omnichannel

4 giorni fa

Bardi, Italia Asustek Italy S.R.L. A tempo pieno

ASUS is a multinational company known for the world's best motherboards, personal computers, monitors, graphics cards and other high-quality technology solutions.With a global workforce that includes more than 5,000 R&D professionals, ASUS leads the industry through cutting-edge innovation and design.Ranked 26th in Forbes' Global **** Top Regarded Companies and named among the World's most admired companies by Fortune.About the RoleThe Customer Experience Specialist will guide, structure, and optimize the customer experience within after-sales services for the ASUS product range.The position involves a strategic role in analyzing and improving support processes, with the aim of ensuring high standards of quality, operational efficiency, and overall customer satisfaction in both B2C and B2B.The role requires close collaboration with Service Operations, Quality, Marketing, and IT to ensure a seamless, consistent customer journey focused on continuous improvement.ResponsibilitiesDefine and implement the after-sales Customer Experience strategy for the various ASUS product lines.Analyze the customer journey, collaborating with the various Customer Service teams, to identify critical issues and propose continuous improvement solutions, such as new warranty policies, maintenance plans, service extensions, and customer-centric initiatives.Monitor key service KPIs and customer experience metrics (NPS, CSAT, repair times, first contact resolution).Monitor contact centers and the network of authorized service centers, analyzing performance and quality of service provided, to ensure alignment with company standards.Manage customer escalations, ensuring timely resolution and an adequate level of customer communication, with direct reporting to the Service Manager.Lead or collaborate on customer experience digitalization projects and omnichannel initiatives (chatbots, self-service portals, repair status tracking).Prepare periodic reports and present analyses and improvement proposals to the Service Manager and management.QualificationsBachelor's degree in Management Engineering or similar, Master's degree or certifications in Service Management or equivalent are a plus.Required SkillsAt least 5 years of experience in Customer Experience or After-Sales, preferably in the notebook/IT sector.Fluent English is a must.In-depth knowledge of the Consumer Code, particularly regarding legal guarantees, defects, right of withdrawal, and warranty extensions.Knowledge of European consumer protection directives, including those relating to electronic products and eCommerce.In-depth knowledge of after-sales processes (RMA, SLA, ticket management, warranties, repairs) and experience using CRM platforms.Familiarity with omnichannel logic and digitalization of the customer experience, including AI tools.Leadership, attitude for continuous improvement and change management, customer focus, and strong analytical skills.What we offerKey role in developing and improving after-sales services for high-volume technology products.Dynamic and innovation-oriented environment.Opportunity to directly contribute to the perceived quality of the brand and customer satisfaction.Equal Opportunity StatementWe are committed to diversity and inclusivity.Seniority levelAssociateEmployment typeFull-timeJob functionCustomer ServiceIndustriesIT Services and IT Consulting#J-*****-Ljbffr

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