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.

At DNA Recruitment, we carefully review all applications and aim to contact every suitable candidate within max. 5 working days. If you don’t hear from us, please consider your application unsuccessful on this occasion.

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.

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