Job Description

Our client is a British luxury sports cars and electric lifestyle vehicles manufacturerJob Responsibilities:

• Customer Support: Lead and manage the customer support team to provide timely and effective assistance to customers. Handle escalated customer issues and complaints, ensuring prompt resolution
• Service Quality: Develop and implement service standards and procedures to enhance customer satisfaction. Monitor and evaluate service quality and make improvements as necessary
• Feedback and Improvement: Collect and analyze customer feedback to identify areas for improvement. Work with relevant departments to address issues and enhance the customer experience
• Warranty Management: Oversee the administration of product warranties, ensuring compliance with warranty terms and conditions. Manage warranty claims and coordinate with suppliers and manufacturers as needed

Repairs and Returns: Manage the process for product repairs and returns. Ensure efficient handling and turnaround times for repairs, replacements, and returns * Service Agreements: Develop and manage service agreements with third-party service providers. Ensure they meet company standards and customer expectations

• Team Development: Recruit, train, and mentor the after-sales service team. Set performance goals, conduct regular evaluations, and provide ongoing training and development opportunities
• Performance Management: Monitor team performance and productivity. Implement strategies to improve efficiency and service quality
• Collaboration: Work closely with the sales, marketing, and technical teams to ensure seamless communication and coordination of after-sales activities
• Process Optimization: Identify and implement process improvements to enhance after-sales service efficiency and effectiveness. Utilize technology and best practices to streamline operations
• Reporting and Analysis: Develop and maintain key performance indicators (KPIs) for the after-sales service department. Prepare regular reports for senior management, highlighting performance trends and areas for improvement
• Cost Management: Manage the after-sales service budget. Monitor expenses and identify cost-saving opportunities without compromising service quality
• Customer Retention: Develop and implement strategies to improve customer retention and loyalty. Engage with customers to understand their needs and ensure they receive exceptional service

• Proactive Outreach: Conduct regular follow-ups with customers post-service to ensure satisfaction and address any further issues. Develop programs to engage customers and encourage repeat business

Job Requirements:

• Education: Bachelors degree in business administration, customer service, or a related field. A masters degree is a plus
• Experience: Minimum of 5-7 years of experience in after-sales service or customer support, with at least 3 years in a managerial role. Experience in the [specific industry] is preferred
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Proficiency in customer service software and CRM systems
• Analytical and problem-solving abilities
• Strong organizational and time management skills
• Customer Focus: Deep commitment to delivering exceptional customer service and understanding customer needs
• Leadership: Ability to lead, motivate, and develop a high-performing team. Experience in managing change and driving improvements
• Strategic Thinking: Capability to develop and implement effective after-sales strategies that align with company goals
• Problem-Solving: Strong ability to handle and resolve customer issues efficiently and effectively
• Results-Oriented: Focus on achieving measurable results and improving service quality

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