Devialet is the most awarded startup in the audio industry.
Manufactured and designed in France, our products are changing the world of Audio through disruptive technologies since 2007.
Innovation is at the core of the company (107 Patents) and leads us to commercialize best-in class audio systems and deliver unique experience to our beloved customers.
CUSTOMER SERVICE & SUPPORT OFFICER
jobsDB Ref. JHK100003004832042
- Support any demands from customer which can happen through all existing channel available. This means also to offer customer a perfect and adapted way to use his product, solve issue the customer may face, or provide an efficient and premium after sales service or recall company policies when it comes to after sales services.
- This role involves pre sales activity associated with potential customer, to educate customer on the product usage before buying the product, or orient the customer to the right team in case of needs.
- On a monthly basis, the customer service and support officer will have to spend one day within one of our stores to assist the sales team during their day.
- Few times a customer’s visit can be the solution to any customer issue, the candidate needs to consider this is a part of the day to day job in case of needs.
- Customer satisfaction is key for a healthy relationship, this will be a main area to measure success of the consumer post sales position.
- Retain program is one of the day to day action this position has to deliver, this has to pass through a strong and efficient service after sales (e.g. customize customer set up accordingly to his wish and way he wants to use his product, providing tips during any discussion with customer, oriented the customer to the best solution he is looking for)
- Identify and escalate to the retails manager or customer experience manager and the customer service & support manager any improvement required on process, tools and specific situation that is negative for end-user experience.
- Ensure any important company marketing or sales message is properly deliver when communicating with customer. This activity will be defined by the marketing and sales team with specific KPI to reach out during inbound interaction handled.
- Being the internal voice of customer and provide insight on end-user feedback about product, service, sales experience and offer related to our Devialet brand.
- Conduct regular review with customer experience manager, regarding customer experience customer may face. This synchronization time should be supported by a set of documentation/presentation where the advisor will provide analyze, tracks actions to put in place, but also a quantitative and qualitative view on his day to day activity.
- Customer service & support position is also there to ensure a full adherence from the end-user into the Devialet company value. This value or company policies needs to be properly deliver during any discussion with customer.
- Some additional tasks will be defined based on the business requirement.
- Strongly oriented on sales aspects within a direct sales business model.
- Problem solver, autonomous, can face stressful situation, empathic but able to recall company values
- Presentation skills, organized and excellent written/verbal communication and interpersonal skills
- Flexibility, can easily sit in a very fast paced environment.
- Understand the emergency required when dealing with customer’s demands, ability to translate this into KPI or actions.
- State of mind highly oriented on process improvement and quality of service.
- Leadership capabilities
- At least 5 years’ experience in customer service, or after-sales job, luxury industry is preferred
- Ambitious, this position is a first step.
- Cantonese, Mandarin and English are mandatory
- Shift Duty is required (0900hrs-1800hrs or 1000hrs-1900hrs), weekend work may be required depends on the needs