After Sales Service Manager

Pak Elektron Limited is seeking an experienced After Sales Service Manager to lead our after-sales support initiatives while focusing on customer satisfaction and enhancing the brands reputation. The ideal candidate will be responsible for overseeing a team of 10 individuals dedicated to providing high-quality technical support, addressing customer inquiries, and resolving issues promptly. This role requires a strong foundation in customer relationship management, effective communication skills, and the ability to motivate and guide the team in delivering exceptional service in the appliances industry. The After Sales Service Manager will also be involved in analyzing customer feedback and leveraging insights to develop service improvement strategies that meet the evolving needs of our clients

Responsibilities

Lead and supervise a team of 10 service professionals, fostering a culture of collaboration and excellence in customer service.
Ensure the delivery of outstanding after-sales service by monitoring team performance, providing training, and offering constructive feedback.
Develop and implement best practices in customer relationship management to enhance overall client satisfaction and retention.
Oversee the resolution of customer complaints and inquiries, utilizing strong problem-solving skills to address concerns effectively and efficiently.
Utilize data analysis to identify trends in customer feedback, making informed decisions to enhance service quality and operational efficiency.
Coordinate project management activities related to service delivery and customer support initiatives, ensuring timely execution and alignment with company objectives.
Maintain up-to-date product knowledge to provide informed support to customers and guide the team in addressing technical issues.
Utilize customer feedback management systems and CRM software to capture and analyze service interactions and improve future service engagements.
Collaborate with other departments including sales and marketing to ensure seamless service transitions for customers and to enhance the overall customer experience.
Prepare regular reports on service performance and customer satisfaction levels to present to management, identifying areas for improvement and celebrating successes.