After Sales Lead

Job Type: Full Time
Job Location: Africa Algeria Algiers
Experience level: Mid-Senior level

The After Sales Lead will execute customer care strategy to provide superior after-sales service for our esteemed client in Algeria. He/she will be responsible for management of service network and continuous improvement of service delivery.

The After Sales Lead role is based in Algiers, Algeria.

Responsibilities

  • Analyse consumer needs and co-create the best customer care strategy for our Client in the Algeria market.
  • Generate ideas for differentiating service quality and applications. Work on feasibility studies for new projects.
  • Create a customer-care budget and monitor budget performance. Find new ways of optimizing costs.
  • Analyse and report service data. Control service transactions and exchange requests.
  • Cooperate with distributors to track KPIs and conduct happy calls to check consumer satisfaction.
  • Escalate and resolve pain points to improve service performance.
  • Monitor spare parts delivery performance and take actions to improve OTIF.
  • Conduct technical and behavioral training for service technicians and call center agents.
  • Deploy our Client’s service software to contracted service networks. Escalade technical issues to central & regional IT teams.

Qualifications

  • Bachelor’s Degree in Business Administration/Economics or Engineering
  • Mandatory work experience in home appliances products.
  • Technical knowledge of home appliance products.
  • Understands up-to-date customer care applications and trends.
  • Familiar with sales channels and service networks in the business.
  • Has a solid knowledge of consumer law and GDPR.
  • Able to work with data and extract valuable insights.
  • Has an experience in contract management.
  • Has a customer-centric approach.
  • Is comfortable in a multinational environment.
  • Persuasive, professional, self-motivator, self-sufficient, positive, devoted, team player.
  • Has good presentation skills.
  • Is willing to domestic travel regularly, and has a driving license.
  • Fluent in English.
  • Has proficiency in Microsoft Office apps.

After Sales Lead - Algiers, Algeria - Tomasz Skrzypczak

DNA consultant in charge of this requisition:

Tomasz Skrzypczak

CEEMEA Research Consultant

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