After-sales Manager

2 semanas atrás

Zona Sul do Rio de Janeiro, Brasil JOVI MOBILE Tempo inteiro

**After-Sales Manager**

**Job Summary**:
**Key Responsibilities**:

- Lead and manage the after-sales support team, including customer service, technical support, and warranty administration.
- Develop and implement after-sales strategies to enhance customer experience and foster long-term relationships.
- Monitor and analyze after-sales performance metrics such as customer satisfaction (NPS/CSAT), response time, and issue resolution rates.
- Ensure effective handling of customer inquiries, complaints, and product returns, maintaining high service standards.
- Collaborate with sales, marketing, product, and logistics teams to align after-sales initiatives with business goals.
- Develop training programs for the after-sales team to improve product knowledge and service delivery.
- Oversee warranty claims, service agreements, and repair processes, ensuring compliance with company policies.
- Identify and implement opportunities for upselling additional services, maintenance packages, or product upgrades.
- Prepare regular reports on after-sales performance and present insights and recommendations to senior management.
- Stay updated on industry best practices and technological advancements to improve after-sales processes.

**Requirements**:

- Bachelor’s degree in Business Administration, Engineering, or a related field.
- Proven experience in after-sales service, customer success, or operations management.
- Strong leadership and team management skills.
- Excellent problem-solving abilities and customer-oriented mindset.
- Proficiency in CRM systems, service management software, and data analysis tools.
- Solid understanding of product life cycles, warranties, and technical support processes.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.

**Preferred Skills**:

- Industry-specific experience (e.g., telecom, automotive, electronics, or SaaS).
- Lean or Six Sigma certification is an advantage.
- Experience with KPI tracking tools and service automation platforms.

Tipo de vaga: Efetivo CLT, Autônomo / PJ

Pagamento: R$10.000,00 - R$15.000,00 por mês

**Experiência**:

- Vendas (preferencial)
- Gerência (preferencial)

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