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Key position崗位重點(diǎn)
As the Customer Service Manager for our premium massage chair brand, you will be more than a problem-solver; you will be the guardian of the brand experience and a key hub for value delivery. You will shoulder two core missions: internally empowering our sales force to become knowledgeable and trusted advisors, and externally delivering excellence by building service experiences that exceed expectations, turning every customer interaction into brand loyalty. We seek a leader with both technical depth and a passion for service.
作為我們高端按摩椅品牌的客戶服務(wù)經(jīng)理，您將不僅僅是解決問(wèn)題的專家，更是品牌體驗(yàn)的守護(hù)者和價(jià)值傳遞的關(guān)鍵樞紐。您將肩負(fù)起兩大核心使命：對(duì)內(nèi)賦能，確保我們的銷售團(tuán)隊(duì)精通產(chǎn)品，成為值得信賴的顧問(wèn)；對(duì)外卓越，構(gòu)建超越期待的服務(wù)體驗(yàn)，將每一次客戶互動(dòng)轉(zhuǎn)化為品牌忠誠(chéng)度。我們尋找的是一位兼具技術(shù)深度與服務(wù)熱忱的領(lǐng)導(dǎo)者。

About us關(guān)于我們
We are a fast-growing, Intelligent health home appliance and household brand dedicated to bringing wellness experiences to Chinese consumers through a robust dealer network. We are now seeking a customer service professional to leverage their industry resources and expertise to jointly develop the market and achieve mutual success for the brand and our business partners.
我們是一家快速成長(zhǎng)的智能健康家電家居品牌，致力于通過(guò)強(qiáng)大的經(jīng)銷商網(wǎng)絡(luò)將健康生活體驗(yàn)帶給中國(guó)消費(fèi)者?，F(xiàn)誠(chéng)聘一位客戶服務(wù)經(jīng)理，利用其行業(yè)資源與經(jīng)驗(yàn)，共同開(kāi)拓市場(chǎng)，實(shí)現(xiàn)品牌與商業(yè)共贏。


This position will be responsible for重點(diǎn)負(fù)責(zé)內(nèi)容
· 產(chǎn)品培訓(xùn)體系構(gòu)建與執(zhí)行： 為全國(guó)經(jīng)銷商的一線銷售團(tuán)隊(duì)及內(nèi)部員工，開(kāi)發(fā)、迭代并講授系統(tǒng)性的產(chǎn)品知識(shí)、銷售技巧及競(jìng)品分析培訓(xùn)課程。創(chuàng)建并維護(hù)數(shù)字化的培訓(xùn)資料庫(kù)（如產(chǎn)品視頻、FAQ、銷售手冊(cè)），確保信息準(zhǔn)確、即時(shí)、易用。
Develop, iterate, and deliver systematic training programs on product knowledge, sales techniques, and competitive analysis for frontline sales teams of nationwide distributors and internal staff. Create and maintain a digital training repository (e.g., product videos, FAQs, sales playbooks) to ensure information is accurate, up-to-date, and user-friendly.
· 專業(yè)售后技術(shù)支持與管理：
- 精通產(chǎn)品結(jié)構(gòu)：具備對(duì)按摩椅機(jī)械、電氣及軟件系統(tǒng)的深刻理解，能夠指導(dǎo)并直接參與復(fù)雜故障的診斷、維修及部件更換。
Mastery of Product Structure: Possess a deep understanding of massage chair mechanics, electronics, and software systems, capable of guiding and directly participating in the diagnosis, repair, and part replacement for complex issues.
- 領(lǐng)導(dǎo)技術(shù)團(tuán)隊(duì)：管理（內(nèi)部或外包的）技術(shù)工程師團(tuán)隊(duì)，制定標(biāo)準(zhǔn)作業(yè)流程（SOP），確保服務(wù)時(shí)效與修復(fù)質(zhì)量。
Lead Technical Teams: Manage a team of (in-house or outsourced) technical engineers, developing Standard Operating Procedures (SOPs) to ensure service efficiency and repair quality.
- 管理服務(wù)網(wǎng)絡(luò)：篩選、培訓(xùn)并考核第三方服務(wù)合作伙伴，提升全國(guó)服務(wù)網(wǎng)絡(luò)的專業(yè)水平與一致性。
Manage Service Network: Select, train, and evaluate third-party service partners to enhance the professionalism and consistency of the national service network.

· 客戶體驗(yàn)優(yōu)化與流程管理： 管理從咨詢、安裝、投訴到回訪的全客戶生命周期服務(wù)流程，設(shè)計(jì)并實(shí)施提升客戶滿意度和凈推薦值（NPS）的關(guān)鍵舉措。深度分析客戶反饋、服務(wù)數(shù)據(jù)及市場(chǎng)洞察，與產(chǎn)品、銷售部門緊密協(xié)作，驅(qū)動(dòng)產(chǎn)品與服務(wù)的持續(xù)改進(jìn)。處理升級(jí)的重大客訴，以專業(yè)、共情、高效的方式維護(hù)品牌聲譽(yù)。
Manage the end-to-end customer service lifecycle from inquiry, installation, complaint to follow-up, designing and implementing key initiatives to enhance Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Analyze customer feedback, service data, and market insights in-depth, collaborating closely with Product and Sales departments to drive continuous improvement in both product and service. Handle escalated and major customer complaints, safeguarding brand reputation with professionalism, empathy, and efficiency.

Qualifications 核心要求
· 必備經(jīng)驗(yàn)與資源 (Mandatory Experience & Resources)
- 年齡40周歲以內(nèi)，5年以上高端耐用消費(fèi)品（如家電、家具、汽車、醫(yī)療器械）的客戶服務(wù)、技術(shù)培訓(xùn)或售后管理經(jīng)驗(yàn)。
Age under 40, 5+ years of experience in customer service, technical training, or after-sales management within the high-end durable goods industry (e.g., home appliances, furniture, automotive, medical devices).
- 具備出色的動(dòng)手能力，能看懂技術(shù)圖紙，熟悉常用工具，對(duì)產(chǎn)品拆裝維修有深刻理解或直接經(jīng)驗(yàn)。有按摩椅、智能家具或類似復(fù)雜機(jī)電產(chǎn)品經(jīng)驗(yàn)者更具優(yōu)勢(shì).
Mandatory Technical Skill: Strong hands-on ability, capable of reading technical drawings, familiar with common tools, with a deep understanding or direct experience in product disassembly/assembly and repair. Experience with massage chairs, smart furniture, or similar complex electromechanical products is a significant plus.
- 在以下任一領(lǐng)域有工作經(jīng)驗(yàn)的視為加分項(xiàng):
1. 高端外資家電品牌（如：戴森 Dyson、飛利浦 Philips、松下 Panasonic）。
2. 知名家居/寢具品牌（如：絲漣 Serta、金可兒 Kingkoil、顧家家居 KUKa）。
3. 健康電器/按摩器具行業(yè)（如：奧佳華 OGAWA、榮泰 RONGTAI）。
Work experience in any of the following fields will be considered a plus.:
1. Premium international home appliance brands (e.g., Dyson, Philips, Panasonic).
2. Well-known home furnishings/mattress brands (e.g., Serta, Kingkoil, KUKa).
3. Health appliance/massage device industry (e.g., OGAWA, RONGTAI).


Competencies & Qualifications:
· 5年以上工作經(jīng)驗(yàn)，大專及以上學(xué)歷，電子工程、機(jī)械維修、家電維修、自動(dòng)化等相關(guān)專業(yè)優(yōu)先（有豐富按摩產(chǎn)品售后經(jīng)驗(yàn)者可放寬至中專）
More than 5 years of work experience，college degree or above, with priority given to majors related to electronic engineering, mechanical maintenance, home appliance maintenance, automation, etc. (Those with rich after-sales experience in massage products can be relaxed to technical secondary school education)

Our “must haves”:
· Integrity to team and yourself, problem solving with innovation. Sustainably desire to excel and succeed
對(duì)團(tuán)隊(duì)和自己誠(chéng)實(shí)，用創(chuàng)新解決問(wèn)題。持續(xù)的渴望超越和成功
· Self-aware& self-motivated with a desire for constant self-improvement (goal –oriented)
自我意識(shí)強(qiáng)，有不斷自我完善的愿望(以目標(biāo)為導(dǎo)向)
· Entrepreneurial spirit and an egoless nature
企業(yè)家精神和奉獻(xiàn)精神
· Self-motivated, resulted oriented
強(qiáng)烈的自我驅(qū)動(dòng)和結(jié)果導(dǎo)向人格。
· Strong problem-solving capabilities.
具有解決問(wèn)題的能力