Requirements: English
Company: TCL Communications Inc.
Job Purpose: The Customer Care Manager France is responsible for implementing and managing the customer service strategy tailored to the French market. This role ensures an excellent post-sale customer experience by leading after-sales operations, optimizing support processes, and supervising technical partners and service providers. The manager also acts as the interface for product and service quality, with the goal of aligning customer satisfaction and operational efficiency. Key Responsibilities: 1. Customer Service Management - Define and implement the customer service strategy for the French market in line with European guidelines. - Supervise contact centers, logistics providers, and technical partners (repair centers/ASPs). - Ensure a high level of service quality and reduce response times for customer requests. - Coordinate and monitor services delivered by repair centers and external partners. - Collaborate with the European Call Center to ensure consistency and efficiency. 2. Performance Monitoring - Monitor and analyze key performance indicators (KPIs): customer satisfaction rate, resolution time, return rate, after-sales cost. - Track SLAs (Service Level Agreements) with operators and distributors and escalate if deviations occur. - Prepare and manage the warranty budget; verify and approve invoices related to after-sales activities. - Raise internal alerts for product or client-related risks. - Propose and implement corrective action plans as needed. - Provide regular performance reporting to management (monthly KPI dashboard, trends). 3. Customer Experience and Continuous Improvement - Identify areas for improvement in the post-purchase customer journey. - Drive optimization initiatives such as automation, digitalization, CRM and after-sales tools upgrades. - Develop policies, processes, and standards to improve customer support delivery. - Analyze customer feedback and data to identify service pain points and opportunities. - Contribute to the development and refinement of the French Durability Index. 4. Quality and Cross-functional Coordination - Serve as the main point of contact for product and service quality issues. - Analyze service and quality data, report defects and collaborate on corrective actions. - Represent the French market in cross-functional improvement projects. - Support the integration of systems and processes across sister organizations within TCL. - Assist other product categories and departments in post-sale activities when required. Required Profile and Experience: - Previous experience in a similar role within the telecom, electronics, or fast-paced consumer goods industry. - Experience with both B2B and B2C customer service environments is highly preferred. - Proven track record in managing customer service teams and third-party service providers. - Experience working in a multicultural and international environment. - Familiarity with mobile handset manufacturers, operators, or related product categories is a plus. Skills and Competencies: Technical Skills - In-depth understanding of customer care operations and after-sales services. - Strong command of CRM/SAV tools and ticketing systems. - Knowledge of French consumer protection regulations, including legal warranty obligations. - Data-driven decision-making and KPI analysis skills. - Ability to manage contracts and external service providers. Soft Skills - Customer- and results-oriented mindset. - Leadership and team management capabilities. - Strong negotiation, diplomacy, and crisis management skills. - Excellent communication skills both written and verbal. - Ability to work independently, manage priorities, and adapt quickly. - Resilience and proactivity in a fast-changing environment. Languages: - Fluent French Native or C2 level - Professional English Minimum B2 level required (both spoken and written)