About The Job
We are looking for a proactive and detail-oriented professional to support service programs, customer experience initiatives, data analysis, and service communication for digital imaging products. This role involves cross-functional coordination, customer feedback analysis, reporting, and promotional activities to improve service quality and customer satisfaction.
Key Responsibilities
1.
Service Program
Coordination &
Communication
Provide administrative support for service programs, including
purchasing, payment processing, and internal documentation.
Support communication activities related to repair services, service policies, and customer experience initiatives.
Coordinate with internal teams, including Service, Product, and Marketing, to implement service improvement programs.
Work with external partners and service centers to ensure smooth program execution.
Support the resolution of day-to-day operational issues related to service activities.
2.
Customer
Experience &
Feedback Analysis
Support workshops, events, and customer engagement activities, including weekend work or business travel when required.
Collect and analyze Voice of Customer (VOC) feedback to identify service improvement opportunities.
Recommend improvements, support approved pilot programs, and monitor their effectiveness.
3. Data Analysis &
Reporting
Validate repair and sales data and report repair volumes and product failure rates by model and period.
Analyze trends, investigate data discrepancies, and explain data limitations.
Prepare weekly and monthly reports, including key findings, recommendations, and action updates.
Maintain reporting templates and improve data preparation processes.
4.
Service
Promotion &
Marketing Support
Support promotional activities to increase customer awareness of repair services.
Prepare and update website, social media, and other promotional content, subject to approval.
Coordinate approved campaigns with Service, Product, and Marketing teams and track campaign results.
Perform other duties as assigned by the line manager.
Requirements
Bachelor's degree in Business Administration, Logistics, Marketing, or a related field.
Strong interest or experience in customer service, customer experience management, or service communications.
Basic knowledge of social media content creation and promotional activities.
Interest in photography and the ability to capture photos using cameras and smartphones.
Proficiency in Microsoft Excel, including PivotTables and Power Query, with strong data analysis and PowerPoint reporting skills.
Good communication, coordination, analytical, and time management skills.
Proactive, detail-oriented, and able to work collaboratively across different teams.