After-Sales Service Executive / Senior Executive
Customer Service / Public Relations / Call Center
About the Employer
Job Description
WE'RE HIRING!
After-Sales Service Executive / Senior Executive
Manage after-sales operations, drive service efficiency, and ensure a seamless and customer-focused service experience in the Consumer Electronics/Telecommunications industry.
Job Responsibilities:
- Service Partner Management: Manage service centers, partners, KPIs, and service standards.
- Repair Operations: Monitor TAT, pending, repeat repairs, DOA cases, and timely closure.
- Customer Escalations: Resolve major complaints, warranty disputes, and escalated cases.
- Warranty and Quality: Ensure warranty compliance and monitor repair quality and recurring issues.
- Spare Parts: Manage availability, shortages, ageing stock, and replenishment.
- Service Improvement: Conduct audits and drive corrective actions and process improvements.
- Reporting: Prepare reports on service KPIs, complaints, spare parts, and partner performance.
- Performance Improvement: Analyze trends and improve service efficiency and customer satisfaction.
Location
Colombo
Requirements:
- 2-5 years of experience in after-sales service, service operations, or customer service, preferably in smartphones, consumer electronics, or home appliances.
- Experience managing service centers, distributors, or third-party service providers is preferred.
- Good understanding of warranty handling, repair processes, TAT, DOA, CID, and spare parts management.
- Good English communication skills; Sinhala and/or Tamil is preferred.
- Good Excel and reporting skills.
How to Apply
Send your CV to:
