After Sales Manager

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.