After-Sales Service Supervisor

Job Description

The after-sales service supervisor is responsible for managing and improving after-sales service processes. This position aims to enhance customer satisfaction and improve their shopping experience by providing quality service and timely problem resolution.

Location: South Mehrabad, Tehran;

Responsibilities:

• Optimize and improve the after-sales service process to improve efficiency, reduce costs, and enhance satisfaction for both customers and sellers.
• Manage and supervise the after-sales service team, including consultants and customer service representatives, to provide quality and timely service.
• Evaluate team members' performance using defined metrics and provide constructive feedback for continuous improvement.
• Plan and conduct training sessions to enhance team skills and improve service quality.
• Identify training needs and provide necessary resources.
• Analyze and identify common issues and provide appropriate solutions to customers.
• Follow up on unresolved cases to ensure customer satisfaction.
• Handle customer complaints and requests effectively and promptly, aiming to maintain customer satisfaction.
• Identify weaknesses in after-sales service processes and suggest improvements to management.
• Collaborate with various teams to enhance processes.
• Analyze data related to customer satisfaction and provide recommendations for service enhancement.
• Prepare and present periodic reports on after-sales service performance to management, including data analysis and trend identification.
• Monitor KPIs related to after-sales service and provide improvement suggestions based on collected data.

Requirements:

• Strong leadership and organizational skills.
• Excellent problem-solving and decision-making abilities.
• Strong communication skills for interacting with teams and customers.
• Ability to work under pressure and handle multiple tasks efficiently.
• Ability to analyze data and identify trends for service and process improvement.