Apple Authorized Service Provider (ASP) Manager

Objectives:
• We are looking for an experienced and dynamic AASP Manager to lead our service team.
• The AASP Manager will be responsible for managing the day-to-day operations of our Apple Authorized Service Provider center, ensuring high levels of customer satisfaction and efficient service delivery.
Main duties:
1. Leadership and Management:
• Lead, manage, and motivate the AASP team to achieve service excellence.
• Conduct regular team meetings and provide ongoing training and support.
• Set clear performance expectations and conduct performance reviews.
2. Service Operations:
• Oversee the daily operations of the service center, ensuring compliance with Apple’s standards and guidelines.
• Monitor and improve key performance indicators (KPIs) such as turnaround time (TAT), customer satisfaction scores (CSAT), and first-time fix rates.
• Manage inventory, including ordering and stocking of parts and supplies.
3. Customer Service:
• Ensure a high level of customer satisfaction by managing customer interactions and resolving any issues promptly.
• Handle escalated customer complaints and provide effective solutions.
• Develop and implement strategies to enhance customer experience.
4. Technical Oversight:
• Ensure all technical repairs are carried out to Apple’s specifications and standards.
• Keep the team updated on the latest Apple products, technologies, and repair techniques.
• Liaise with Apple’s technical support teams as necessary.
5. Compliance and Reporting:
• Ensure compliance with Apple’s service policies and procedures.
• Prepare and submit regular reports to Apple and internal stakeholders.
• Conduct audits and quality checks to maintain service standards.
6. Continuous Improvement:
• Identify areas for process improvement and implement changes to enhance efficiency and service quality.
• Stay informed about industry trends and best practices.

Salary US$800 - 1000 per month, negotiable upon suitability
,#All health insurance, social insurance, unemployment insurance according to the regulations
,#13th month/bonus etc depending on performance of the Company and the individual staff

English, B2B, Customer Management, Business Development, Account Management