ONSITE / DOA DAP MGT

4 semanas atrás

São Paulo, Brasil Ourolink Liability Company LTDA Tempo inteiro

Job Responsabilities- ONSITE / DOA DAP MGT

Service project design and implementation

1. Responsible for designing or improving onsite service business plans based on local strategies, user needs, and market characteristics, and promoting the implementation of business plans.

2. Cooperate with the headquarters to implement service projects locally.

3. Responsible for controlling, analyzing and managing DOA (Defect at Origin) and DAP (Return due to Regret/Non-Technical Problems) indicators for cell phones sold through major retailers (magazines). Will interface with the customer service, logistics, legal, commercial and technical assistance areas, ensuring effective handling of incidents, cost reduction and continuous improvement of the consumer experience.

Service channel operation

Responsible for the indicator operation management of each service channel, monitor, analyze and improve the indicators, including but not limited to: NPS of each onsite service channel (on-site and send-in repair), TAT management, service standardization, user complaint handling, tracking of unclosed work orders, attentive service delivery, service work order volume, sales volume and service center operation data.

Service Standardization

Responsible for the local execution and supervision of onsite service processes and standards.

Monitoring refund processes, compensations and financial reconciliations related to returns;

Controlling and analyzing DOA and DAP rates in sales channels (magazines and partner e-commerce);

Monitoring returns and exchanges made due to factory problems or consumer requests;

Ensuring correct application of commercial and after-sales policies agreed with retailers;

Identifying operational deviations or technical recurrences that impact the DOA/DAP rate;

Create and present periodic reports on performance, causes and action plans to reduce rates;

Work in partnership with the Quality, Engineering and Customer Service areas to investigate technical failures;

Interface with retailers to align proces

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