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Job Description
1. Back Office Customer Service Management
Management and follow-up of Customer Services
Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools,
Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests)
Be a real partner to the sales team to optimize and simplify the back-office follow-up of those services
Performance follow-up and continuous improvement on Customer Services
Be responsible for the business performance of all service-related operations
Monitor conversion rates and average duration for reservations and customer requests
Monitor lead times at each relevant step of the after-sales & repair life cycle
Challenge the recourse to the customer request service by salespe...