After-Sales Manager

2 semanas atrás

Rio de Janeiro, Brasil Jovi Mobile Tempo inteiro

After-Sales ManagerJob Summary:The After-Sales Manager is responsible for overseeing all post-sale activities to ensure customer satisfaction, retention, and loyalty.
This role focuses on managing customer support teams, optimizing service processes, handling warranties and complaints, and identifying opportunities for upselling or cross-selling.
The ideal candidate will drive continuous improvements in customer service quality, operational efficiency, and revenue generation from after-sales services.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 / PJPagamento: R$10.000,00 - R$15.000,00 por mêsExperiência:Vendas (Preferencial)Gerência (Preferencial)

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