Description

Oversee all customer service activities, including inquiries, complaints, and technical support.

• Ensure timely resolution of customer issues to maximize satisfaction and retention.
• Develop and implement customer service policies, procedures, and service standards.
• Identify and implement opportunities to improve efficiency and streamline after-sales processes.
• Ensure compliance with company policies, industry standards, and safety regulations.
• Oversee warranty management, service requests, repairs, returns, and replacements.
• Coordinate with logistics, technical teams, and product management to ensure smooth operations.
• Monitor service levels and improve turnaround times for after-sales processes.
• Track KPIs such as service turnaround time, customer satisfaction (CSAT), NPS, and repeat service rates.
• Analyze service performance data and prepare regular reports for management.
• Identify trends and recommend improvements to after-sales strategies.
• Build strong, long-term relationships with customers and key accounts.
• Gather customer feedback and translate insights into actionable improvements.
• Support sales teams with customer retention and upselling opportunities.