After Sales Manager - Sanitary and Lighting Industry
Rawaj Human Capital Management
- Cairo
- Permanent
- Full-time
- Oversee the customer support team to ensure timely and effective resolution of customer inquiries, complaints, and technical issues.
- Implement procedures to streamline communication channels and enhance customer responsiveness.
- Develop and maintain warranty policies and procedures.
- Provide leadership and guidance to the after-sales team, fostering a positive and productive work environment.
- Conduct regular performance evaluations and provide training and development opportunities as needed.
- Encourage teamwork and collaboration to achieve departmental goals and objectives.
- Coordinate warranty claims processing, ensuring compliance with company policies and regulations.
- Analyze warranty data to identify trends and areas for improvement.
- Manage the repair and maintenance process, ensuring timely completion and quality workmanship.
- Liaise with repair technicians, suppliers, and vendors to expedite repairs and minimize downtime for customers.
- Monitor repair costs and implement cost-saving measures where possible.
- Establish and maintain quality standards for after-sales services and support.
- Conduct regular audits and evaluations to ensure compliance with quality metrics.
- Implement corrective actions to address any identified issues and improve overall service quality.
- Cultivate strong relationships with key customers, seeking feedback and addressing concerns to maintain customer satisfaction and loyalty.
- Collaborate with sales and marketing teams to identify opportunities for upselling or cross-selling additional products or services.
- Prepare regular reports on after-sales performance metrics, including customer satisfaction scores, response times, and resolution rates.
- Analyze data to identify trends, patterns, and areas for improvement, and make recommendations for strategic enhancements.
- Communication with team members, supervisors, or clients
- Preparing monthly reports and presentations to the top management
- Bachelor’s degree in business administration, marketing, or equivalent
- A minimum of 5 years of experience as an After Sales Manager within the Sanitary and Lighting Industry or equivalent.
- Strong leadership and managerial skills, with the ability to motivate and inspire team members.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Solid understanding of customer service principles and practices.
- Proficiency in CRM software and other relevant technology tools.
- Strong organizational skills and attention to detail.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Certification in customer service or related fields is a plus.