About US:

Aldelia is a global leading human resources company founded in 2005 and specialised in recruitment, outsourcing and payroll management services to blue-chip multinationals and fast-growing SMEs. The group operates in more than 30 countries across all industries and disciplines on four continents. Our mission is to create a better future for people by delivering compliant, world-class and innovative HR solutions to the companies and communities we serve.

Job Summary:  The After Sales Manager is responsible for managing customer service operations and ensuring customer satisfaction after the sale of products or services. They play a critical role in resolving customer issues, managing warranties, and fostering long-term relationships with customers.

Key Duties and Responsibilities:

• Develop and implement strategies to enhance the after-sales service experience and promote customer loyalty.
• Oversee the resolution of customer inquiries, complaints, and escalations in a timely and satisfactory manner.
• Manage warranty administration processes, including claims processing, product repairs, and replacements.
• Collaborate with internal teams, including sales, operations, and quality assurance, to address customer issues and improve service delivery.
• Monitor customer feedback and satisfaction metrics to identify areas for improvement and implement corrective actions.
• Develop and maintain strong relationships with customers to understand their needs and preferences.
• Provide training and guidance to customer service staff to ensure they deliver exceptional service and meet performance targets.
• Analyze after-sales service data and trends to identify opportunities for process optimization and efficiency.
• Ensure compliance with company policies, procedures, and regulatory requirements related to after-sales service operations.

Key Deliverables

• Customer Satisfaction & Retention
• After Sales Service Management
• Warranty Administration & Claims Processing
• Process Improvement & Quality Assurance

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven experience in customer service or after-sales management roles, preferably in the retail or consumer goods industry.
• Strong customer service and problem-solving skills with a focus on achieving positive outcomes.
• Excellent communication and interpersonal skills to interact effectively with customers and internal stakeholders.
• Proficiency in CRM software and other customer service tools.
• Knowledge of warranty administration processes and best practices..
• Competencies:
• Empathy and patience in dealing with customer inquiries and concerns.
• Attention to detail and accuracy in processing warranty claims and service requests.
• Ability to work independently and collaboratively in a fast-paced environment.
• Results-oriented with a commitment to achieving customer satisfaction goals.
• Continuous improvement mind-set and willingness to adapt to changing customer needs.