After Sales Manager

3-5 Years

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Early Applicant

Job Description

Key Responsibilities

Manage and oversee daily aftersales operations (returns, repairs, warranties, and customer concerns)
Develop and implement aftersales policies, SOPs, and service standards
Ensure timely resolution of customer complaints and service requests
Monitor and improve customer satisfaction and retention rates
Coordinate with sales, warehouse, and suppliers for product issues and replacements
Handle escalation of complex or high-value customer concerns
Analyze aftersales data and generate reports (turnaround time, defect rates, etc.)
Train and supervise aftersales staff and service teams
Ensure compliance with company policies and service quality standards
Recommend process improvements to enhance efficiency and customer experience

Experience

At least 35 years of experience in aftersales, customer service, or service operations
With at least 2 years in a supervisory or managerial role
Experience in retail, hardware, construction, or similar industry is an advantage