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.
- 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.
- 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.
DNA consultant in charge of this requisition:
CEEMEA Research Consultant