Customer Escalation & Complaint ManagementAct as the primary point of contact for customer escalations within the branch.
Analyze and respond to customer complaints, taking full ownership until resolution.
Ensure timely and effective resolution in line with service standards.
Post-Sales Operations ManagementMonitor and manage the full post-sales cycle, including order fulfillment, delivery, installation, and after-sales service.
Ensure a seamless and high-quality customer experience across all post-sales touchpoints.
Cross-Functional CoordinationCoordinate with internal departments (logistics, warehouse, installation, aftersales) to ensure smooth operations.
Drive alignment between teams to meet timelines and service quality expectations.
Performance Monitoring & ReportingTrack and report on customer success KPIs such as resolution time, CSAT, and NPS.
Provide insights and performance updates to management for decision-making.
Continuous Improvement & FeedbackConduct root cause analysis for recurring issues and recommend improvements.
Provide regular feedback to central operations and customer experience teams.
Support ongoing enhancement of processes and service quality.
Responsibilities
Customer Escalation & Complaint ManagementAct as the primary point of contact for customer escalations within the branch.
Analyze and respond to customer complaints, taking full ownership until resolution.
Ensure timely and effective resolution in line with service standards.
Post-Sales Operations ManagementMonitor and manage the full post-sales cycle, including order fulfillment, delivery, installation, and after-sales service.
Ensure a seamless and high-quality customer experience across all post-sales touchpoints.
Cross-Functional CoordinationCoordinate with internal departments (logistics, warehouse, installation, aftersales) to ensure smooth operations.
Drive alignment between teams to meet timelines and service quality expectations.
Performance Monitoring & ReportingTrack and report on customer success KPIs such as resolution time, CSAT, and NPS.
Provide insights and performance updates to management for decision-making.
Continuous Improvement & FeedbackConduct root cause analysis for recurring issues and recommend improvements.
Provide regular feedback to central operations and customer experience teams.
Support ongoing enhancement of processes and service quality.
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