Client Services Administrative Executive

MAIN PURPOSE

To support Customer Service Administration for Thailand market

KEY RESPONSIBILITIES

Register and manage repairs in the system

Prepare cost estimates and invoices

Order spare parts/consumables, follow-up on deliveries/delays and manage returns

Liaise with Boutiques and Logistics for repairs to be sent to third parties and/or overseas

Follow-up on repair status with all relevant stakeholders (Boutiques, third parties, overseas...)

Maintain and communicate end-of-repair date

Monitor service quality

Participate to stock-take

Provide support to Boutiques on processes, policies, systems...

Train newcomers on CS flows and operations

Visit regularly Boutiques

Escalate immediately all issues to management when situation may affect health and safety, process/system compliance, performance, Client satisfaction

Participate to projects and initiatives to improve/achieve performance objectives

Perform any other ad-hoc admin duties

KEY INDICATORS

Leadtime Performance (Maisons’ objective)

Leadtime Service Level (Client communication)

Quality Performance (multiple returns, repair warranty, client cases)

Client satisfaction (Net Promoter Score and Client Barometer)

REQUIREMENTS

Hands-on PC skills, SAP knowledge is a plus

Fluent in Thai, Good command of English (Written & Spoken)

Good interpersonal & communication skills

Creative candidate with positive and willing to learn attitude

Multi-tasking ability

Working well with others or alone in a fast-paced working environment

Good team player