Customer Satisfaction:
Manage customer inquiries, complaints, and returns in a timely and efficient manner.
Implement customer satisfaction surveys and analyze results to identify areas for improvement.
Develop and implement strategies to enhance customer satisfaction and loyalty.
- Technical Support:
Oversee the technical support team and ensure they provide accurate and timely assistance to customers.
Develop and maintain technical documentation and knowledge bases.
- Parts Management:
Manage the inventory of spare parts and ensure adequate stock levels.
Implement efficient inventory management systems to minimize costs and improve order fulfillment.
- Team Management:
Train after-sales service team members.
Provide ongoing coaching, mentoring, and performance evaluations.
Foster a positive and collaborative work environment.
- Process Improvement:
Continuously evaluate and improve after-sales service processes.
Identify opportunities for cost savings and efficiency gains.
Implement new technologies and tools to enhance service delivery.
Qualifications and Skills
Bachelor's degree in engineering.
Proven experience in after-sales service management, preferably in the [TV and HomeAppliances].
Strong customer service orientation and excellent communication skills.
Technical aptitude and ability to understand complex products.
Problem-solving and decision-making skills.
Strong leadership and team management abilities.
Proficiency in relevant software applications ( CRM, ERP, ODOO )