Customer Service Manager Job Description: 1. Responsible for planning and formulating local or regional service strategies and programs, including service systems, service outlets, service strategies, service policies, and service processes, to ensure service supports sales goals and market expansion; 2. Manage regional service operations, including technical support, customer service, and repairs, ensuring the service team meets established metrics such as response time, service quality, customer satisfaction, star ratings, and RMA costs; 3. Coordinate or be responsible for training/managing agents/after-sales service providers on service processes and technical requirements, ensuring service quality and cost optimization; 4. Build/cultivate and improve the regional service team hierarchy, enhancing overall team skills and efficiency; 5. Gain insights into competitor information and local after-sales industry information, and propose service improvement suggestions to guide future business decisions. Job Requirements： 1. At least 3 years of customer service experience, with team/project management experience preferred; 2. Strong achievement orientation, with excellent team leadership, strategic planning, organizational coordination, and team management skills; 3. Possess certain leadership skills/potential, capable of motivating, developing, and empowering the team. 4. Able to travel to our UK Watford office 4x per week 5.Proficiency in Mandarin will be considered an advantage. 客户服务经理/主管 岗位职责： 1. 负责当地国家或区域服务战略与方案规划与制定，包括服务体系、服务网点、服务策略、服务政策和服务流程等，确保服务支持销售目标和市场扩张； 2. 管理区域内的服务运营，包括技术支持、客户服务、维修等，确保服务团队达到既定的指标，如响应时间、服务质量和客户满意度，星级和RMA成本等； 3. 协调或者负责培训/管理代理商/售后服务商关于服务流程和技术等相关需求，确保服务质量和服务成本优化； 4. 搭建/培养和完善区域服务团队梯队，提升整体团队的技能和效率； 5. 洞察和竞争对手信息以及本地售后行业信息，提出改进服务的建议以指导未来的业务决策； 岗位要求： 1. 客服经验3年及以上，有团队/项目管理经验优先； 2. 强成就导向，具备优秀的团队领导力、战略规划能力、组织协调能力和团队管理能力； 3. 具备一定的领导技能/潜力，能够激励、发展与赋能团队。 4. 能够每周来Watford办公室工作4天。