Job Description
- Customer communication
- Respond to inquiries via phone, email, chat or social media.
- Collect and act on customer.
- Technical Support
- Diagnose and resolve technical issues.
- Provide usage, installation, and maintenance guidance.
- Repairs and Maintenance
- Coordinate and manage product repairs.
- Organize and perform routine maintenance check.
- Warranty and Claims Management
- Process warranty claims and ensures proper documentation.
- Resolve warranty service claims efficiently.
- Replacement and Returns
- Manage product replacements.
- Oversee the return process, ensuring policy compliance.
- Documentation and Reporting
- Maintain accurate service records.
- Generate reports on aftersales performance and issues.
- Customer Training
- Conduct training sessions for product usage.
- Create and update user manuals and guides.
- Quality Assurance
- Perform quality checks on returned or repaired products.
- Implement feedback to improve product quality.
- Spare Parts Management
- Manage spare parts inventory.
- Process orders for necessary spare parts.
- Customer Relationship Management
- Develop and manage loyalty programs.
- Follow up with customers post services.
- Collaboration and Coordination
- Coordinate with internal teams for issue resolution.
- Liaise with third-party service providers as needed.
- Continuous Improvement
- Review and improve aftersales processes.
- Provide ongoing training and development for the team.
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