Back Office Customer Service Management Management and follow-up of Customer Services
Manage services to customers (customer contact and complaints handling, follow‑up in relevant store IT tools, etc.).
Be responsible for the quality of follow‑up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests).
Be a real partner to the sales team to optimize and simplify the back‑office follow‑up of those services.
Performance follow‑up and continuous improvement on Customer Services
Be responsible for the business performance of all service‑related operations.
Monitor conversion rates and average duration for reservations and customer requests.
Monitor lead times at each relevant step of the after‑sales & repair life cycle.
Challenge the recourse to the customer request service by salespeople when relevant, in or...
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