About the Job

We are looking for a proactive and detail-oriented professional to support service programs, customer experience initiatives, data analysis, and service communication for digital imaging products. This role involves cross-functional coordination, customer feedback analysis, reporting, and promotional activities to improve service quality and customer satisfaction.

Key Responsibilities

1. Service Program Coordination & Communication

• Provide administrative support for service programs, including purchasing, payment processing, and internal documentation.
• Support communication activities related to repair services, service policies, and customer experience initiatives.
• Coordinate with internal teams, including Service, Product, and Marketing, to implement service improvement programs.
• Work with external partners and service centers to ensure smooth program execution.
• Support the resolution of day-to-day operational issues related to service activities.

2. Customer Experience & Feedback Analysis

• Support workshops, events, and customer engagement activities, including weekend work or business travel when required.
• Collect and analyze Voice of Customer (VOC) feedback to identify service improvement opportunities.
• Recommend improvements, support approved pilot programs, and monitor their effectiveness.

3. Data Analysis & Reporting

• Validate repair and sales data and report repair volumes and product failure rates by model and period.
• Analyze trends, investigate data discrepancies, and explain data limitations.
• Prepare weekly and monthly reports, including key findings, recommendations, and action updates.
• Maintain reporting templates and improve data preparation processes.

4. Service Promotion & Marketing Support

• Support promotional activities to increase customer awareness of repair services.
• Prepare and update website, social media, and other promotional content, subject to approval.
• Coordinate approved campaigns with Service, Product, and Marketing teams and track campaign results.
• Perform other duties as assigned by the line manager.

Requirements

• Bachelor's degree in Business Administration, Logistics, Marketing, or a related field.
• Strong interest or experience in customer service, customer experience management, or service communications.
• Basic knowledge of social media content creation and promotional activities.
• Interest in photography and the ability to capture photos using cameras and smartphones.
• Proficiency in Microsoft Excel, including PivotTables and Power Query, with strong data analysis and PowerPoint reporting skills.
• Good communication, coordination, analytical, and time management skills.
• Proactive, detail-oriented, and able to work collaboratively across different teams.