MAIN RESPONSIBILITIES:
Back Office Customer Service Management
Management and follow-up of Customer Services
Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools,
Ensure follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines in the schedules of your team.
Be a real partner to 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 durations for reservations and customer requests
Monitor lead times at each relevant step of the aftersales & rep...