Ensure compliance with applicable U.S. and Canada service regulations, and help develop localized service policies, processes, and customer support solution.
Manage Aiper's authorized repair service provider across North America by monitoring and optimizing inventory, repair turnaround time, and logistic performance to optimize efficiency and cost.
Partner with the sales and customer service teams to support both new and existing customers, ensuring that after-sales needs are met and customer satisfaction remains high.
Coordinate and track after-sales cases, including Return Goods Authorization (RGA) and Return Merchandise Authorization (RMA) processes, to ensure timely resolution.
Handle customer technical issues and major complaints with professionalism and urgency, coordinating with internal teams to provide effective solutions and maintain brand reputation.
Prepare regular performance and data analysis reports on customers and service providers, identify root causes of service challenges, and recommend actionable improvements.
Conduct training for service partners and internal staff, document base practices, and drive continuous improvement in service quality and operational capability.
Requirements
Minimum 3 years of experience in customer service, after-sales operations, or related roles. Experience in pool, consumer electronics, or home appliance industry is a strong asset.
Demonstrate ability to manage multiple priorities, think critically, and solve problems in a fast-paced environment.
Proven collaboration and cross-functional coordination skills, with a strong sense of accountability and result orientation.
Comfortable working with cross-border teams and multiple time zones.
Proficiency in Microsoft Excel, PowerPoint and Word, experience with CRM or service management tools is preferred.
Bilingual proficiency in English and Mandarin, with strong written and verbal communication skills.
Additional Instructions
Ensure compliance with applicable U.S. and Canada service regulations, and help develop localized service policies, processes, and customer support solution.
Manage Aiper's authorized repair service provider across North America by monitoring and optimizing inventory, repair turnaround time, and logistic performance to optimize efficiency and cost.
Partner with the sales and customer service teams to support both new and existing customers, ensuring that after-sales needs are met and customer satisfaction remains high.
Coordinate and track after-sales cases, including Return Goods Authorization (RGA) and Return Merchandise Authorization (RMA) processes, to ensure timely resolution.
Handle customer technical issues and major complaints with professionalism and urgency, coordinating with internal teams to provide effective solutions and maintain brand reputation.
Prepare regular performance and data analysis reports on customers and service providers, identify root causes of service challenges, and recommend actionable improvements.
Conduct training for service partners and internal staff, document base practices, and drive continuous improvement in service quality and operational capability.
Perks and Benefits
- Competitive salary with performance-based incentives.
- Opportunities for professional growth in a fast-growing company.
- A chance to work with cutting-edge technology in an innovative industry.
