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Customer Experience Performance Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Beijing foreign enterprise human resources service Co., Ltd. Full time

On behalf of World famous ICT company - Huawei, we are looking for
Customer Experience Performance Manager
to join the team.

Chinese Speaker - Mandatory.

Main Responsibilities

I. Internal Control Responsibilities

  • System and Process Development: Formulate and optimize management systems, operational standards, and process criteria for terminal services in the Middle East and Africa; promote the standardization and replicability of key processes to reduce human errors.
  • Risk Prevention and Training: Identify financial and compliance risks in service operations; design and implement risk control points (e.g., approval, authorization, segregation, reconciliation, etc.); regularly organize internal control training and awareness campaigns for employees, sharing cases of standard operations and typical violations to enhance overall compliance awareness.
  • Supervision and Inspection: Conduct routine checks on the compliance of service operations (e.g., expense settlement standards, spare parts consumption ratios, and compliance with scrapping procedures), produce inspection reports, propose corrective actions, and follow up on their implementation.

II. NSS (Service Satisfaction) Responsibilities

  • Offline Satisfaction Management: Regularly collect and analyze consumer feedback to produce satisfaction analysis reports; identify service pain points and propose optimization suggestions to drive process improvements, closed-loop rectifications, and the application of best practices.
  • Online-Offline Issue Coordination and Improvement: Based on hotline complaints and feedback, coordinate with offline stores or relevant departments to implement improvement measures; promote the integration of online and offline efforts to optimize service processes and communication mechanisms, thereby enhancing overall customer experience.
  • Satisfaction Training and Management Support: Regularly report the current status and issues related to satisfaction to management, propose improvement suggestions, and drive their implementation to support service optimization and decision-making.

Requirements

  • Bachelor's degree or above in Management, Finance, Auditing, Business Administration, or related fields.
  • Minimum 3 years of experience in internal control, auditing, or service management, with solid knowledge of service processes and compliance controls.
  • Strong analytical abilities with proven skills in data analysis, issue diagnosis, and process optimization.
  • Excellent communication, coordination, and cross-functional collaboration skills; capable of independently delivering training and awareness programs.

Strong command of English and Chinese as a working language. Experience in international or cross-regional environments is preferred.