Global Customer Service Strategist

11 hours ago


Guangzhou, Guangdong, China Music Tribe Full time

We are seeking a highly experienced Global Customer Service Strategist to lead our after-sales operations at Music Tribe. In this role, you will shape a world-class customer-focused strategy for global markets, building a robust network of third-party service centers and implementing an integrated service CRM system.

Key Responsibilities:

  • BUILD A GLOBAL SERVICE NETWORK: Identify, evaluate, and establish partnerships with third-party service providers in key markets, ensuring comprehensive global service coverage.
  • IMPLEMENT SERVICE CRM SYSTEM: Lead the design and deployment of a centralized service CRM system, tracking customer interactions and repair processes, with seamless integration across Music Tribe platforms.
  • MANAGE SERVICE LEVEL AGREEMENTS (SLAS): Establish and enforce SLAs with all service providers to maintain consistent quality, define key metrics, and ensure timely response and repair turnaround.
  • OPTIMIZE CUSTOMER EXPERIENCE: Develop a standardized, customer-focused after-sales journey that reflects Music Tribe's brand values, including processes for repairs, warranty claims, and troubleshooting.
  • BUILD AND GUIDE AFTER-SALES TEAM: Build and guide a global after-sales team, with a focus on training and quality control to maintain high service standards and support Music Tribe's customer-centric culture.

SUCCESS IN THIS ROLE WILL DEMONSTRATE YOUR ABILITY TO:

  • LEAD HIGH-PERFORMANCE TEAMS: Proven ability to make data-driven decisions, manage complex projects on time and within budget, and lead high-performance teams.
  • OPTIMIZE SERVICE PROCESSSES: Proven ability to optimize service processes, streamline repair times, and manage resources effectively to balance cost with quality.
  • DRIVE CUSTOMER SATISFACTION: Demonstrated success in establishing and managing SLAs, consistently driving customer satisfaction, and maintaining high service quality.

The estimated salary for this role is $120,000 - $150,000 per year, depending on experience and qualifications.



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