Job Description
After Sales Service Specialist
Job Location: China-Beijing
Sound made by Sennheiser – For more than 80 years, we are among the world’s leading manufacturers of audio products, building the future of audio. We are proud of our finely engineered microphones and audio solutions that connect people and create remarkable sound experiences - whether in the studio, conference room, or on stage.
For us, the audio industry is one of the most exciting to work in. In our global family business, you can expect not only a unique team where we trust, value and support each other, but also the opportunity to make your own significant contribution to our collective progress.
Sounds good? Join us.
Summary
The responsibility of the After Sales Service Specialist is to increase customer satisfaction and retention by providing dealers, end-users and internal stakeholders with accurate, consistent and timely information related to after-sales service and repair processes.
The role is taking care of service and repair cases from intake to completion, including customer communication, warranty validation, service coordination and system documentation. It supports the Technical Services team by ensuring efficient administrative processes and smooth coordination between customers, service engineers and internal departments.
Working closely with the Technical Service Manager and local stakeholders, the position ensures a high-quality, consistent after-sales service experience aligned with global standards and local market requirements.
Main Duties And Responsibilities
Provide professional and timely support to customers, dealers and partners regarding after-sales service inquiries, repair status, warranty handling and service processes
Ensure all repair and service orders are accurately entered, tracked and processed through the system until completion
Coordinate service cases with service engineers, including repair progress, troubleshooting follow-ups and case resolution
Validate warranty eligibility and ensure compliance with global service policies and procedures
Apply pricing and service charges in accordance with company guidelines and approvals
Walk-in customers interface, observe customer demands, coordinate with information collection and system inputting, providing convenience for subsequent service processes
Contact customers to obtain missing information and ensure smooth service case processing
Handle customer complaints and service-related issues with professionalism and in coordination with technical teams
Support coordination of spare parts, logistics and repair workflows within the service function
Maintain accurate and organised customer and service records in relevant systems
Support continuous improvement of service processes and contribute to achieving relevant KPI targets
Remain up to date on product knowledge, service processes and system tools
Other Responsibilities
Ensure professional and consistent customer communication across all touchpoints
Support resolution of complex or escalated service cases together with the Technical Service Manager
Assist with onboarding and support of new team members where required
Ensure compliance with company policies, service standards and operational procedures
Contribute to a positive team environment and collaborative working cultureEnsure compliance with company policies and uphold ethical standards during all interactions.
This is an in-office position 5 days a week
Direct Reporting Positions
None
Interfaces
Externally:
End customers, dealers, service partners
Internally
Technical Service Team (Service Engineers, Technical Support)
Supply Chain / Logistics
Sales Teams
Global Technical Service / Central Technical Service
Country Manager
Finance / Accounts Receivable
IT
What You Can Expect From Us
Inspiring Work Environment: Become a part of our international family business, where a modern and dynamic work atmosphere awaits you. At Sennheiser, people and their mindset are at the heart of everything we do - they are our most valuable asset.
Flexible Working Models: We offer flexible working hours and mobile work options to help you balance your professional and personal life.
Attractive Contract Benefits: Enjoy a collective agreement that includes holiday and Christmas bonuses, the choice between a 35-hour or 40-hour workweek, and a company pension plan to support your future.
Childcare Support: Our on-site daycare center “Ohrwürmchen” ensures your little ones are well cared for while you focus on your work.
Diverse Perks: Employee discounts, subsidized healthy meals in our cafeteria, Hansefit, workation opportunities, and bike leasing through JobRad are just a few of the many great benefits we have in store for you.
International Collaboration: Look forward to working in a global team collaboration and contributing to exciting projects that shape the future of audio.
The audio world is diverse — from concerts and lecture halls to streaming platforms, meeting spaces, and studio recordings. So are we at Sennheiser. We welcome applicants from all backgrounds, regardless of gender identity, national origin, sexual orientation, ethnicity, religion, disability, or age.
Do you want to join the team? Apply now.
Please only use our online application form for applications.
Further Information
Recruiter: Yan Jia
Legal Entity: Sennheiser electronics (Beijing) Co. Ltd.
Essential Skills And Requirements
Strong PC Skills in MS Office , JD Edwards (preferred)
Strong customer service attitude; able to handle difficult customers with diplomacy and tact
Excellent communication (oral and written) skills, and excellent phone skills
Ability to actively listen
Ability to resolve customer concerns
Fluent in local language (e.g. Mandarin / Korean) and business-level English
Excellent interpersonal skills
Strong, accurate data entry skills
Good organizational skills with excellent follow-through
Good problem-solving skills
Able to quickly learn company systems and tools
Able to interpret and apply department policies and procedures and applicable laws, rules, and regulations
Strong on Relationship Building by recognizing cultural differences
Attention to detail, self-directed, self-starter, problem solver
Able to work independently and with a team and to promote a positive work atmosphere
Able to meet deadlines & balance multiple projects in a fast-paced environment
Strong analytical and troubleshooting skills
Competencies
Experience with Pro Audio or music industry preferred
Ability to anticipate and meet customer needs while delivering exceptional service.
Builds rapport and trust with diverse customers in a face-to-face setting.
Skilled in handling difficult conversations with diplomacy and professionalism.
Willingly accepts direction to adapt role to organization or team changes
Is quick to recognize situations where change is needed and takes steps to implement change
Supports organizational change (e.g., asks questions, abandons past ways of doing things, etc.)
Builds trust with others by acting in a way that is consistent with group/organizational expectations
Willingly accepts assignments that will expand his/her capabilities
Seeks opportunities to learn from others who have more experience and tenure in the organization
Effectively works with others who have different perspectives, backgrounds and/or styles
Actively seeks additional experience and knowledge in technical/ functional areas to gain expertise beyond current assignments
Able to organize and manage highly-detailed processes effectively
Excellent organizational skills as well as oral and written communication skills
Results focused by aiming for and exceeding performance targets and goals to drive personal accountability
Positive demeanor throughout all communication.
Education/Experience
High School Degree – 2 - 4 year university degree preferred;
1-3 years previous customer service experience
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