1496
Position: 𝐇𝐞𝐚𝐝 𝐨𝐟 𝐀𝐟𝐭𝐞𝐫 𝐒𝐚𝐥𝐞𝐬 𝐚𝐧𝐝 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞
Location: Dhaka
Salary: Negotiable
Qualifications:
· Bachelor’s degree in business administration, Engineering, or a related field.
· 10+ years of experience in after-sales service management or customer service preferably in MNC
· Proven track record of improving customer satisfaction and service quality.
Key Responsibilities:
Strategic Planning:
·Develop and implement strategies to improve after-sales services and customer satisfaction.
· Identify opportunities for service improvements and implement best practices.
·Prepare proper AOP and play book to achieve service KPIs
Manage after-sales service center
· Plan national after-sales service network
· Identify right after-sales service partner
· Ensure ROI of each service center level with clear KPIs
Team Leadership:
· Lead, motivate, and manage the after-sales and customer service teams.
· Set performance goals and conduct regular performance reviews.
· Provide training and development opportunities to enhance team skills.
Customer Relationship Management:
·Build and maintain strong relationships with RDs and mi store partners
·Address customer inquiries and resolve issues promptly and effectively.
·Monitor customer feedback and implement changes to improve service quality.
Service Operations:
·Oversee the end-to-end repair of a product
·Ensure timely and efficient handling of customer service requests.
·Manage warranty claims and ensure compliance with warranty policies.
Spare parts management
·Manage spare parts import to warehousing
·Ensure proper forecasting of spare parts with DOS KPI
Reporting and Analysis:
·Prepare and present reports on after-sales activities, customer feedback, and service performance.
· Analyze service data to identify trends and areas for improvement.
· Monitor key performance indicators (KPIs) and ensure targets are met.
Compliance and Documentation:
·Ensure compliance with industry standards and company policies.
·Maintain accurate records of service activities, customer interactions, and transactions
Service calls and center audit
·Ensure all service call are authenticated
·Establish a proper validation process of calls, spare usage
·Ensure ASP operating as per SOP – no fake or unauthorized service
Billing and invoicing supervision
·Ensure proper validation of service calls, bills
·Predicable self-check for a surprise visit from a partner to avoid fake billing or calls
·Excellent communication, negotiation, and problem-solving skills.
·Proficiency in using CRM software and service management tools.
Apply to ishtiaque@ikigaihrbd.com
Join our community linkedin bdengineer.com
