After-Sales Admin

Good to know

Goals & Performance Metrics:

Goals:

Maximize Customer Satisfaction:
Achieve high customer satisfaction scores.
Reduce customer complaints and escalations.

Enhance Service Efficiency:
Reduce service resolution time.
Optimize spare parts inventory.
Improve team productivity.

Maintain Technical Expertise:
The employee needs to maintain technical proficiency and product knowledge.
Stay updated on industry trends and advancements.

Control Costs:
Manage warranty costs.
Control operational expenses.

Performance Metrics:

Customer Satisfaction (CSAT) Score:
Measure customer satisfaction with service.

Service Resolution Time:
Average time to resolve service requests.

First Contact Resolution Rate:
Percentage of issues resolved on the first contact.

Warranty Claim Rate/Costs:
Monitor the amount of warranty claims, and costs.

Team Productivity:
Number of service requests handled per team member.

Spare Parts Inventory Accuracy:
Accuracy of inventory records.

Customer Retention Rate:
How many customers return for future business.

N+1 Management Style:

The N+1 Manager is involved in day-to-day operations, providing guidance and support to ensure smooth delivery processes.
Regular performance reviews and constructive feedback are provided to help teams improve and excel in their roles.

Career Progression Opportunities:

Internal Mobility
Skill Development

Benefits & Culture:

Work-Life Balance
Inclusive Culture

Candidate Selection Criteria:

Technical Skills:
Strong understanding of product technology and functionality.
Ability to troubleshoot technical issues.
Proficiency in service management software.

Management Skills:
Proven experience in managing a customer service or technical support team.
Strong leadership and communication skills.
Ability to motivate and develop team members.
Project management skills.

Customer Service Skills:
Excellent communication and interpersonal skills.
Ability to handle difficult customers and resolve conflicts.
Customer-centric mindset.

Problem-Solving Skills:
Ability to analyze problems and develop effective solutions.
Strong decision-making skills.

Experience:
Relevant experience in after-sales service, technical support, or customer service management.
Experience in a similar industry.

Education:
Bachelor's degree in business administration, engineering, or a related field is a plus.

Personal Attributes:
Reliability and punctuality.
Ability to work under pressure.
Strong organizational skills.
Adaptability.

Work condition:

8h15 - 17h
Monday to Friday

Message from your future manager N+1:

Join our team as an After-sales Service Manager in an expanding company and become a key part of a dynamic, customer-focused operation. We encourage all interested candidates to apply, as all applications will be evaluated.