Trưởng Trạm Bảo Hành Apple (Asp Manager)

Location: Company Branch, Apple ASC (Authorized Service Center)
40 Nguyễn Trường Tộ, Phường 13, Quận 4, TP.HCM
Time working: Mon to Sat(9.00 am to 6.00 pm) and middle break (1 hour)
Objectives:
We are looking for an experienced and dynamic AASP Manager to lead our service team.
The AASP Manager will be responsible for managing the day-to-day operations of our Apple Authorized Service Provider center, ensuring high levels of customer satisfaction and efficient service delivery.
Main duties:
1.Leadership and Management:
Lead, manage, and motivate the AASP team to achieve service excellence.
Conduct regular team meetings and provide ongoing training and support.
Set clear performance expectations and conduct performance reviews.
2.Service Operations:
Oversee the daily operations of the service center, ensuring compliance with Apple's standards and guidelines.
Monitor and improve key performance indicators (KPIs) such as turnaround time (TAT), customer satisfaction scores (CSAT), and first-time fix rates.
Manage inventory, including ordering and stocking of parts and supplies.
3.Customer Service:
Ensure a high level of customer satisfaction by managing customer interactions and resolving any issues promptly.
Handle escalated customer complaints and provide effective solutions.
Develop and implement strategies to enhance customer experience.
4.Technical Oversight:
Ensure all technical repairs are carried out to Apple's specifications and standards.
Keep the team updated on the latest Apple products, technologies, and repair techniques.
Liaise with Apple's technical support teams as necessary.
5.Compliance and Reporting:
Ensure compliance with Apple's service policies and procedures.
Prepare and submit regular reports to Apple and internal stakeholders.
Conduct audits and quality checks to maintain service standards.
6. Continuous Improvement:
Identify areas for process improvement and implement changes to enhance efficiency and service quality.
Stay informed about industry trends and best practices.