Job Description

The After-Sales Service Supervisor is responsible for managing and enhancing after-sales service processes. This position aims to improve customer satisfaction and enrich their shopping experience by delivering quality service and timely problem resolution.

Responsibilities:

• Optimize and enhance the after-sales service process to increase efficiency, reduce costs, and elevate satisfaction for both customers and sellers.

• Manage and supervise the after-sales service team, including consultants and customer service representatives, to provide quality and prompt service.

• Evaluate team members' performance using defined metrics and offer constructive feedback for ongoing improvement.

• Plan and conduct training sessions to enhance team skills and improve service quality, identifying training needs and providing necessary resources.

• Analyze and identify common issues and provide appropriate solutions for customers. Follow up on unresolved cases to ensure customer satisfaction.

• Handle customer complaints and requests effectively and promptly, aiming to maintain high customer satisfaction.

• Identify weaknesses in after-sales service processes and suggest improvements to management, collaborating with various teams to enhance processes.

• Analyze data related to customer satisfaction and offer 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 manage multiple tasks efficiently.

• Ability to analyze data and identify trends for service and process improvement.

Location: South Mehrabad, Tehrand, Tehran