After Sales Sevice Technical

Consumer Care/Customer Care

Permanent

Job Description

Electrolux Group

Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2023 Electrolux Group had sales of SEK 134 billion and employed 45,000 people around the world. For more information go to

What you'll do:

Provide Technical Assistance to retailers and consumers on products in and out of warranty. Ensure consumer satisfaction and quality of the services provided.

In detail, you will:

Technical Assistance

Lead field technicians in providing trouble shooting and solution to solve the problem for retailers and consumers

Quality issue management

Customers and Dealers complain handling

Proactively manage contractors to repair and close jobs ASAP including pending jobs without parts

Assist the team to achieve customer satisfaction

Products training, technical training, and other necessary knowledge training for both contractors and internal staffs

Technical training for old and new products to increase knowledge for contractors and dealers

Product training for old and new products for contractors, dealers and internal staffs

Instaedge training and defect code training to contractors

Installation and demonstration training to contractors and dealers

Day to day operation

Claim validation, approval, and report

Coordinate with other department to support contractors, customers and dealers

Recommend spare parts to Customer Service Manager and Logistic team

Others

Provide technical information feedback from the field to the factory

Request and follow inventory of parts and accessories necessary for assistance

Ensure consumer satisfaction and quality of the service

Qualifications:

University Degree in Engineering or graduated Technical College

Minimum 3 years of relevant experience from home appliances technical assistance

Good English communication

Proficiency in computer skills

Technical skills:

Customer care

Complaints handling

Customer interaction

Service techniques knowledge

Product knowledge

Technical knowledge application

Self-Presentation and Professional Image

Self-appraisal and continuous learning

Time management

Positive thinking

Resilience

Contractor Management skill

Competencies:

Flexible to work overtime, holidays and weekends according to business requirements

Able to work under high pressures

Communication skill

Customers’ relation and interpersonal skills

Where you'll be:

You will be based in Hanoi Office and report to After Sales Service Supervisor.

Benefits highlights:

Medical & Life Insurance

Discounts on Electrolux products and services

Flexible work hours/hybrid work environment

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find out more:

JR70283