After Sales Service Executive / Senior Executive
Customer Service / Public Relations / Call Center
About the Employer
Job Description
After-Sales Service Executive / Senior Executive
Location: Colombo 05
We are looking for an experienced After-Sales Service Executive / Senior Executive to manage after-sales operations, service partners, and customer escalations while ensuring a seamless and customer-focused service experience.
Key Responsibilities
- Manage authorized service centers and third-party service partners while monitoring KPIs and service standards.
- Track repair TAT, pending cases, repeat repairs, DOA cases, and ensure timely resolution.
- Handle customer complaints, warranty disputes, and service escalations.
- Monitor warranty processes, repair quality, recurring issues, and exceptional cases such as CID and liquid damage.
- Monitor spare parts availability, shortages, ageing stock, and replenishment.
- Conduct service center audits and drive corrective and process improvement initiatives.
- Prepare regular reports on service performance, complaints, TAT, spare parts, and service center KPIs.
Requirements
- 2–5 years of experience in after-sales service, service operations, or customer service.
- Experience in consumer electronics, smartphones, telecommunications, or home appliances is preferred.
- Exposure to service center, distributor, or third-party service partner management.
- Good understanding of warranty handling, repair processes, TAT, DOA, CID, and spare parts.
- Strong coordination, problem-solving, follow-up, and stakeholder management skills.
- Good English communication skills; Sinhala/Tamil would be an advantage.
- Proficiency in MS Excel and service reporting.
Contact: [email protected]
