After Sales Manager

3 weeks ago

Dubai, United Arab Emirates Inoi Global Mobile Phones LLC Full time

**Position Overview**: We are seeking a highly skilled and strategic Aftersales Manager to join our mobile devices vendor team. As the Aftersales Manager, you will be responsible for delivering exceptional post-purchase support and service to our valued customers. You will lead and oversee the aftersales operations, ensuring that our customers receive prompt assistance, issue resolution, and product-related guidance. Your role is integral to maintaining customer satisfaction, loyalty, and fostering positive brand experiences.

**Key Responsibilities**:
Aftersales Strategy and Planning:Develop and implement comprehensive aftersales strategies aligned with the company's goals, focusing on enhancing customer satisfaction and retention.
Collaborate with cross-functional teams, including product, sales, technical support, and marketing, to align aftersales initiatives with overall business objectives.

Customer Support Management:Establish and maintain efficient processes for handling customer inquiries, complaints, and technical issues, ensuring timely and effective resolutions.

Issue Resolution and Escalation:Oversee the handling of escalated customer issues, demonstrating a problem-solving mindset to resolve issues promptly and professionally.
Coordinate with technical teams to diagnose complex technical problems and provide accurate solutions to customers.

Product Education and Guidance:Develop and oversee the creation of comprehensive product knowledge resources, FAQs, and troubleshooting guides for customers and support staff.

Warranty and Repair Management:Manage the warranty process for faulty devices, ensuring compliance with warranty policies and timely replacements or repairs.
Collaborate with repair centers to streamline the repair process and maintain accurate records of repair activities.

Customer Feedback and Improvement:Gather and analyze customer feedback to identify trends, areas of improvement, and opportunities for enhancing the overall customer experience.
Use customer insights to drive continuous improvement efforts in products, services, and aftersales processes.

Service Partners Management:Identify, evaluate, and select service partners, including repair centers and authorized service providers, to establish a reliable network for device repairs and customer support.
Negotiate service agreements, service level agreements (SLAs), and pricing terms with service partners while ensuring cost-effectiveness and service quality.
Ownership in handing the 3rd Party teams and managed TAT (Turnaround Time) to meet the KPIs.
Manage the ongoing relationship with service partners, conducting regular performance reviews and addressing any issues that may arise.
Manage invoice payments, verify claims, and ensure accurate and timely processing of service partner invoices.

Planning & Coordination of Spare Parts:Develop and implement a comprehensive spare parts management strategy, ensuring the availability of genuine spare parts for repairs and replacements.
Collaborate closely with supply chain and procurement teams to forecast spare parts demand, initiate orders, and maintain optimal inventory levels.
Coordinate the distribution of spare parts to service partners, repair centers, and retail locations, optimizing logistics for efficient delivery.
Monitor spare parts inventory, identifying trends and areas of improvement to prevent shortages or excess stock.

**Qualifications and Skills**:

- Bachelor's degree in Electrical Engineering, Telecommunications, or a related technical field. A master's degree is a plus
- Proven experience in aftersales management, customer support, or related roles within the smartphone or consumer electronics industry.
- Strong understanding of smartphones and mobile devices, including technical features, operating systems, and common issues.
- Experience in handling CRM (MS Dynamics or Any other after sales System) in daily activities
- Exceptional interpersonal and communication skills, with the ability to interact effectively with customers, team members, and stakeholders.
- Problem-solving aptitude and a customer-focused mindset, with the ability to handle challenging situations with empathy and professionalism.
- Strong organizational skills and the ability to manage multiple tasks and priorities.

Willingness to adapt to a dynamic and fast-paced work environment.

**We offer**:

- Opportunity to grow fast with rapidly growing business.
- Competitive salary.
- Regular appraisals and feedback.
- An attractive office spaces.

**Office Address**:
Our office is near Deira City Centre Metro Station, Dubai, UAE.

**Salary**: From AED8,000.00 per month

Application Deadline: 01/10/2023
Expected Start Date: 02/10/2023

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