COORDINATION AND FOLLOW-UP OF CUSTOMER SERVICES

Manage services to customers in store and coming from contact center (e.g. customer contact, complaints handling, follow-up in relevant store it tools, etc.)

Be responsible for the quality of the follow-up for all customer services in store and coming from contact center (i.e customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests) by setting up follow-up routines.

Be a real partner to sales team to optimize and simplify the back-office follow-up of those services.

Monitor conversion rates and average durations for reservations and customer requests.

Monitor lead times at each relevant step of the aftersales & repair lifecycle.

Review the duration of the customer services (e.g. customer orders and reservation, SAV) and cooperate with the sales team for the follow up and conversion to sales.

Liaise with the sales team in the s...