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Roles & Responsibilities
Customer Service & Support
- 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.
Process & Quality Improvement
- Identify and implement opportunities to improve efficiency and streamline after-sales processes.
- Ensure compliance with company policies, industry standards, and safety regulations.
Service Operations Management
- 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.
Reporting & Analysis
- 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.
Customer Relationship Management
- 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.
