Responsibilities

Be familiar with relevant European laws and regulations, develop and implement localized service strategies, processes, and solutions.
熟悉欧洲相关法律法规，制定并执行符合本地化的服务策略、流程与解决方案
Manage Aiper’s repair service providers in Germany and neighboring countries, overseeing and optimizing inventory, repair turnaround times, and logistics efficiency.
管理Aiper在德国及周边国家的维修服务商，监督并优化库存、维修时效及出入库效率
Collaborate with the sales team to support new customer acquisition and existing customer service, ensuring service needs are met and overall customer experience is enhanced.
与销售团队协同，参与新客户的拓展及现有客户的服务维护，确保满足客户服务需求并提升整体客户体验
Assist customers with after-sales matters, including the coordination and follow-up of RGA/RMA processes.
协助客户处理售后事宜，包括RGA/RMA流程的安排与跟进
Handle customer technical issues, major complaints, and crisis events, ensuring prompt and effective response and resolution.
跟进并处理客户的技术问题，重大客户投诉及危机事件，确保快速有效的响应与解决
Regularly generate data analysis reports on customers and service providers, identify issues and improvement opportunities, and drive service quality enhancement.
定期输出客户与服务商的数据分析报告，识别问题与改进机会，推动服务质量提升
Conduct training for service providers and internal staff, document and promote best practices, and enhance overall service capabilities.
开展服务商及内部人员的培训，沉淀并推广最佳实践，提升整体服务能力
Other work temporarily arranged by the department.
部门临时安排的其他工作

Qualifications

Strong communication skills in both German and English; proficiency in Mandarin Chinese is a plus.
良好的德语和英语沟通能力，会中文者优先
Minimum of three years of service-related work experience; background in the pool industry is a plus.
三年以上服务相关工作经验，有泳池行业背景者优先
Responsible, result-oriented, with strong insight, execution, and cross-functional coordination skills.
工作认真负责，结果导向，具备较强的洞察力、执行力及跨部门协调能力
Able to adapt to the work rhythm of cross-time-zone communication with headquarters in China.
能适应与中国总部跨时区沟通的工作节奏
Proficient in Excel, PowerPoint, Word, and other office software.
熟练掌握Excel、PowerPoint、Word等办公软件

Job Details

Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Customer Service
Industries: Retail Appliances, Electrical, and Electronic Equipment
Location: Hamburg, Germany

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Aiper