Customer Care Manager, Central

TCL Electronics Europe; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Job summary

TCL Electronics Europe in Warsaw seeks a Customer Care Manager to strengthen client relationships, adapt processes to market needs, and oversee repair centers ensuring cost alignment with service output.

The role focuses on defining services, coordinating repair center follow-ups, monitoring KPIs, meeting SLAs, and acting as the main interface for product and service quality with clients, underpinned by data analysis and policy development.

Qualifications

• Experience in a similar role within telecom or fast-paced goods international company.
• Strong knowledge of Consumer goods products, White goods, TV, Mobile categories.
• Prior successful experience in managing teams within a multicultural environment.
• English – both written and oral communication skills.

Responsibilities

• Define, negotiate, ensure the implement of services proposed to clients for the country devoted.
• Coordinate and ensure the follow up services delivered by the repair centers.
• Monitor the KPI and take measure necessaries.
• Meet service goals and achieve service level agreements (SLAs).
• Make the follow-up of SLA with operators and distributors.
• Choose the repair Center suitable and negotiate the services.
• Follow the warranty budget and check the invoices.
• Work with customers and/or partners to receive accurate information used to analyse and diagnose product and service issues.
• To be interface and main representative of the product and services quality for clients.
• Make a report and a follow up of quality issues.
• Analyse statistics and data to determinate the level of customer service.
• Develop process, policies, and standards of customer service.

Skills

Analytical skills

Autonomy

Communication skills

English proficiency

Team management

Job description

Reporting to : Customer Care and Quality Director

Job Purpose

The Customer Care Manager is responsible for strengthening the commercial relationship with clients, to adapt process to needs of market, to control the services of the repair centers and to ensure that the costs involved match to the service produced.

Key Responsibilities

• Define, negotiate, ensure the implement of services proposed to clients for the country devoted
• Coordinate and ensure the follow up services delivered by the repair centers
• Monitor the KPI and take measure necessaries
• Meet service goals and achieve service level agreements (SLAs)
• Make the follow-up of SLA with operators and distributors
• Choose the repair Center suitable and negotiate the services
• Follow the warranty budget and check the invoices
• Work with customers and/or partners to receive accurate information used to analyse and diagnose product and service issues
• To be interface and main representative of the product and services quality for clients
• Make a report and a follow up of quality issues
• Analyse statistics and data to determinate the level of customer service
• Develop process, policies, and standards of customer service.

Profile and Experience

• Previous experience in a similar role within the telecom industry or a fast-paced goods international company, ideally with both a B2B and B2C background.
• Strong knowledge of Consumer goods products, White goods, TV, Mobile categories
• Prior successful experience in managing teams within a multicultural environment.
• English – both written and oral communication skills.
• Demonstrated excellence in communication skills.
• Analytical skills
• Strong autonomy, sense of priorities, quickly adaptable