Act as the primary point of contact for customers, ensuring prompt resolution of queries, concerns, and service requests.
Oversee aftersales operations, including repairs, replacements, and exchanges, ensuring all jobs are completed within specified timeframes.
Manage customer complaints in a professional and efficient manner, providing appropriate solutions to maintain satisfaction.
Coordinate with service centers, suppliers, and internal teams to streamline product repair and replacement processes.
Monitor team productivity and ensure efficient utilization of resources within the aftersales department.
Organize service administration activities, including logistics of repairs, transportation, and adherence to service procedures.
Collect, document, and analyze customer feedback from service touchpoints and home deliveries to identify areas for service improvement.
Advise customers on repair and replacement options in line with company guidelines and product policies.
Establish and maintain strong working relationships with suppliers, partners, and clients to support service delivery and contract renewals.
Support the development and implementation of annual business strategies to enhance customer retention and aftersales performance.
Drive initiatives aimed at improving customer satisfaction and strengthening long-term client relationships.