Job Requirements:
Education
- Bachelor's degree in Business Administration, Engineering, IT, Marketing, or a related field.
- A master's degree is an advantage.
Experience
- 5–8 years of experience in after-sales service, customer service, or service operations.
- At least 3-5 years in a managerial or supervisory role.
Skills
- Strong leadership and team management skills.
- Excellent customer service and relationship management.
- Strong problem-solving and decision-making abilities.
- Effective communication and interpersonal skills.
- Negotiation and conflict resolution skills.
- Good analytical and reporting capabilities.
- Budget planning and cost management.
- Proficiency in Microsoft Office and ERP/CRM systems (e.g., SAP, Oracle, Salesforce).
- Ability to work under pressure and manage multiple priorities.
Key Competencies
- Customer-focused mindset
- Leadership
- Strategic thinking
- Results-oriented
- Time management
- Process improvement
- Attention to detail
- Adaptability
- Collaboration
- Accountability
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Customer retention rate
- Service response time
- First-time fix rate
- Warranty claim turnaround time
- Service revenue growth
- Complaint resolution time
- Team productivity
- Service cost efficiency
Key Responsibilities:
Customer Service Management
- Lead and manage the after-sales support team to deliver excellent customer service.
- Handle escalated customer complaints and ensure timely resolution.
- Monitor customer satisfaction and implement improvement initiatives.
- Build long-term customer relationships to improve loyalty and retention.
Service Operations
- Oversee repair, maintenance, warranty, and return (RMA) processes.
- Ensure service requests are completed within agreed service level agreements (SLAs).
- Develop and improve after-sales service policies, procedures, and workflows.
- Monitor service turnaround time (TAT) and productivity.
Warranty & Technical Support
- Manage warranty claims
- Coordinate with technical support teams on product troubleshooting and repairs.
- Analyze recurring technical issues and recommend corrective actions.
Retail Store Support
- Support retail outlets with after-sales service processes and customer issue resolution.
- Coordinate with store managers to ensure consistent service standards.
- Monitor service performance across multiple retail branches.
- Ensure service counters are adequately staffed and equipped.
Inventory & Spare Parts Management
- Manage spare parts inventory to ensure availability.
- Coordinate stock replenishment with procurement and suppliers.
- Minimize obsolete inventory while maintaining service efficiency.
Cross-Functional Collaboration
- Work closely with Sales, Retail Operations, Logistics, Procurement, and Technical teams.
- Coordinate product recalls and service campaigns when required.
- Provide customer feedback to product management and vendors to improve product quality.
