Senior Specialist Customer Care

1. Exchange & Return Case Management:

• Review and process exchange and return requests submitted through the Service Website.

• Validate customer information, warranty status, service reports, and supporting documents.

• Ensure all exchange and return cases comply with company policies and approval criteria.

• Track and monitor case status from initiation to completion.

2. SAP Transaction Management:

• Create and maintain exchange/return transactions in SAP.

• Process material returns, replacement orders, credit notes, and stock movement transactions.

• Ensure accurate and timely data entry in SAP.

• Coordinate with Logistics, Warehouse, Finance, and Sales teams to complete SAP transactions.

• Reconcile system records and resolve transaction discrepancies.

3. Service Website Administration:

• Monitor daily exchange and return requests submitted by service centers and dealers.

• Verify documentation uploaded to the Service Website.

• Maintain data accuracy and completeness within the system.

• Support system issue resolution and coordinate with IT teams when necessary.

• Conduct user testing (UAT) for new website enhancements and process improvements.

4. Approval & Escalation Management:

• Review exceptional cases requiring management approval.

• Prepare case summaries and recommendations for approval authorities.

• Handle escalated dealer, customer, and service center requests regarding exchange and return cases.

• Ensure timely communication of case decisions and progress updates.

5. Reporting & Analysis:

• Generate reports from SAP and the Service Website regarding: Exchange volume, Return volume, Approval rates, Processing lead time, Product defect trends, Service center performance

• Analyze root causes of product exchanges and returns.

• Identify recurring quality issues and provide recommendations for corrective actions.

6. Other service job assigned by Manager of Customer Care

Yêu cầu công việc

Education & Languages:

• College/University graduation.

• Intermediate level in English in writing and negotiation skills.

Experience:

• At least 3 year of experience in customer service.

• Experience in Consumer Electronics, Home Appliances.

• Knowledge of SAP, Service Management Systems, or ERP platforms.

Personal traits

• Good thinking, dynamic, creative and sincere.

Quyền lợi

• Thưởng: Salary will be commensurate with qualifications and experience
• Chăm sóc sức khoẻ: Social insurance, health insurance, unemployment insurance according to Labor Laws
• Hoạt động nhóm: Professional, dynamic working environment