Job Description
About the Role
We are seeking a meticulous and proactive Aftersales Advisor to join our dynamic team. The successful candidate will be responsible for supporting the Aftersales Manager ensuring the highest level of customer satisfaction and efficient aftersales operations. This role involves a blend of administrative duties,customer interaction, and coordination with various departments to ensure seamless servicedelivery.
Key Responsibilities
* Customer Service: Handle customer inquiries, complaints, and requests related to aftersalesservices in a timely and professional manner.
* Documentation: Maintain accurate and up-to-date records of all aftersales activities, including service reports, warranties, and customer communications.
* Coordination: Collaborate closely with Customer Experience, CW Connect, Logistics and the Workshop to ensure smooth processing of aftersales activities.
* Scheduling: Arrange and schedule aftersales services, including repairs, maintenance, and follow-ups.
* Reporting: Prepare regular reports on aftersales activities, customer feedback, and service performance metrics for reviewby the Aftersales Manager.
* Process Improvement: Identify opportunities for improving aftersales processes and customer satisfaction and present suggestions.
* Compliance: Ensure all aftersales activities comply with company policies, industry regulations, and quality standards.
* Support: Provide administrative support to the Aftersales Manager and other team members as required.
Qualifications and Experience
* Education: A high school diploma or equivalent is required. A degree or certification in business administration or a related field is preferred.
* Experience: At least 2 years of experience in an administrative role in an aftersales or customer service environment.
* Skills:
* Strong organizational and multitasking abilities.
* Excellent communication and interpersonal skills both verbal and written.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook) CRM systems and helpdesk software.
* Attributes:
* Customer-oriented mindset with a focus on delivering exceptional service.
* Attention to detail and accuracy in handling administrative tasks.
* Ability to work independently as well as part of a team.
* Problem-solving skills and the ability to handle challenging customer situations.
* Ability to handle customer escalations.
Working Conditions
* Full-time position, 35 hour Week - Occasional overtime may be required to meet business needs.
* Office-based 5 days per week