Job Description

overview

Our client, in the Sales sector is seeking to recruit an After Sales Manager who will be responsible for overseeing all after-sales operations to ensure high levels of customer satisfaction, service efficiency, and profitability. The role involves managing service delivery, warranty claims, technical support, customer relations, and the after-sales team while ensuring continuous improvement of processes and service standards.

Responsibilities:

After-Sales Operations Management:
Oversee daily after-sales service operations.
Ensure timely and efficient handling of customer service requests.
Monitor service quality and ensure compliance with company standards.
Implement and improve after-sales processes and procedures.

Customer Satisfaction & Relationship Management:
Ensure high levels of customer satisfaction and retention.
Handle escalated custom.
Receive complaints and provide appropriate resolutions.
Develop strategies to enhance the overall customer experience.
Monitor customer feedback and implement corrective actions.

Team Management:
Lead, supervise, and motivate the after-sales team.
Conduct performance evaluations and provide coaching where necessary.
Organize training to improve technical and customer service skills.
Ensure proper workforce planning and scheduling.

Technical Support Management:
Oversee warranty claims processing and ensure compliance with supplier policies.
Coordinate with suppliers and technical partners for complex cases.
Ensure proper documentation and reporting.

Inventory & Spare Parts Management:
Monitor spare parts availability and stock levels.
Coordinate with procurement to avoid shortages or overstocking.
Ensure proper stock control procedures are in place.