About Us

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, eBags, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

Job Description

Job Duties:

• Oversee Service-after-sales functions in Hong Kong and Macau markets
• Responsible for the P&L on the Service-after-sales functions
• Strategize, implement and manage the operations of the after-sales team and service center to deliver high quality customer and after-sales services, ensuring high customer satisfaction
• Lead the team in handling service after sales related enquiries and complaints professionally for all sales channels, including incoming calls, email, WhatsApp and Facebook, etc.
• Collaborate with technicians on repair techniques at the repair center
• Regularly monitor spare parts inventory, liaise with spare part factory and related parties as well as placing order
• Responsible for maintenance of the Customer Relationship Management (CRM) system and report generation for management decision
• Maintain and review Standard Operating Procedures (SOP) for the team
• Prepare reports & data analysis for managerial decision making
• Ad-hoc projects as assigned
  
  

Requirements

• Bachelor’s degree in a relevant field such as Business Administration, Marketing or Customer Service
• Minimum of 6 years of solid experience in CS and Service-after-sales functions with minimum 3 years at a managerial level. Preferred experience gained from luggage / bag industry with product knowledge
• Customer-oriented, positive with “can-do” attitude
• A team player capable of performing effectively under high-pressure environment
• Mature, detail-oriented with excellent interpersonal and communication skills
• Proficiency in both written and spoken English and Chinese (Cantonese and Mandarin)
  
  

About The Team

Why you'll love working here:

• Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
• Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers us to bring our authentic selves and unique differences to work every day.
• Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.
  
  

What We Value

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We're as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.

Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.

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