After-sales Manager

Our client is a British luxury sports cars and electric lifestyle vehicles manufacturer

Job Responsibilities:

• Customer Support: Lead and manage the customer support team to provide timely and effective assistance to customers. Handle escalated customer issues and complaints ensuring prompt resolution
• Service Quality: Develop and implement service standards and procedures to enhance customer satisfaction. Monitor and evaluate service quality and make improvements as necessary
• Feedback and Improvement: Collect and analyze customer feedback to identify areas for improvement. Work with relevant departments to address issues and enhance the customer experience
• Warranty Management: Oversee the administration of product warranties ensuring compliance with warranty terms and conditions. Manage warranty claims and coordinate with suppliers and manufacturers as needed
  Repairs and Returns: Manage the process for product repairs and returns. Ensure efficient handling and turnaround times for repairs replacements and returns
• Service Agreements: Develop and manage service agreements with thirdparty service providers. Ensure they meet company standards and customer expectations
• Team Development: Recruit train and mentor the aftersales service team. Set performance goals conduct regular evaluations and provide ongoing training and development opportunities
• Performance Management: Monitor team performance and productivity. Implement strategies to improve efficiency and service quality
• Collaboration: Work closely with the sales marketing and technical teams to ensure seamless communication and coordination of aftersales activities
• Process Optimization: Identify and implement process improvements to enhance aftersales service efficiency and effectiveness. Utilize technology and best practices to streamline operations
• Reporting and Analysis: Develop and maintain key performance indicators (KPIs) for the aftersales service department. Prepare regular reports for senior management highlighting performance trends and areas for improvement
• Cost Management: Manage the aftersales service budget. Monitor expenses and identify costsaving opportunities without compromising service quality
• Customer Retention: Develop and implement strategies to improve customer retention and loyalty. Engage with customers to understand their needs and ensure they receive exceptional service

• Proactive Outreach: Conduct regular followups with customers postservice to ensure satisfaction and address any further issues. Develop programs to engage customers and encourage repeat business

Job Requirements:

• Education: Bachelors degree in business administration customer service or a related field. A masters degree is a plus
• Experience: Minimum of 57 years of experience in aftersales service or customer support with at least 3 years in a managerial role. Experience in the specific industry is preferred
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Proficiency in customer service software and CRM systems
• Analytical and problemsolving abilities
• Strong organizational and time management skills
• Customer Focus: Deep commitment to delivering exceptional customer service and understanding customer needs
• Leadership: Ability to lead motivate and develop a highperforming team. Experience in managing change and driving improvements
• Strategic Thinking: Capability to develop and implement effective aftersales strategies that align with company goals
• ProblemSolving: Strong ability to handle and resolve customer issues efficiently and effectively
• ResultsOriented: Focus on achieving measurable results and improving service quality

Remote Work :

No