JOB DETAILS:

Job Purpose:

The After-Sales Coordinator will oversee all after-sales support functions, including customer inquiries, service requests, and warranty claims. The role requires excellent problem-solving skills, strong communication, and the ability to ensure a smooth and efficient after-sales experience for customers. The ideal candidate will play a key role in maintaining brand reputation by ensuring timely and effective resolution of after-sales issues.

Duties and Responsibilities:

1. 1. Customer Support & Complaint Resolution:

• Serve as the primary contact for after-sales service inquiries and complaints.
• Ensure prompt resolution of customer issues related to product performance, servicing, or defects.
• Coordinate with internal teams and suppliers to provide timely solutions.
• Maintain strong relationships with customers to ensure satisfaction and loyalty.

1. Warranty & Repairs Management:

• Process and track warranty claims, ensuring compliance with warranty policies.
• Coordinate product repairs and replacements with service centres and suppliers.
• Maintain records of service requests and warranty claims for reporting and analysis.
• Follow up on repair status and ensure customers receive timely updates.

1. Coordination with Service Teams & Suppliers:

• Liaise with service technicians, suppliers, and logistics teams to facilitate repairs and part replacements.
• Ensure service teams follow set procedures for troubleshooting and repairs.
• Work closely with sales and warehouse teams to manage product exchanges and replacements.

1. Reporting & Process Improvement:

• Monitor after-sales performance and generate reports on common issues, resolution times, and customer feedback.
• Identify trends in product defects and communicate insights to management and suppliers.
• Recommend improvements to enhance the efficiency of after-sales processes.

Requirements

Experience and Qualifications:

• Diploma/Degree in Business Administration, Customer Service, Supply Chain, or a related field.
• Minimum 3–5 years of experience in after-sales service, customer service, or a related role.
• Strong understanding of warranty policies, repairs, and customer support processes.
• Excellent problem-solving, communication, and conflict resolution skills.
• Ability to work with CRM systems, service management tools, and ERP software.
• Strong organizational skills and attention to detail.
• Ability to multitask and work under pressure to meet customer expectations.