After Sales Support and Customer Service Officer

Scraped from: Afriworket

Job description

Customer Service • Serve as the primary point of contact for customers after product delivery or service completion. • Respond promptly and professionally to customer inquiries via phone, email, social media, and in person. • Resolve customer complaints efficiently while maintaining a high level of customer satisfaction. • Escalate complex customer issues to the relevant departments when necessary. • Maintain positive and professional relationships with customers. After Sales Support • Conduct regular follow-up calls or visits to customers after sales to ensure satisfaction. • Coordinate warranty claims, repairs, replacements, and product servicing. • Monitor the status of customer service requests and ensure timely completion. • Educate customers on product usage, maintenance, and warranty procedures. • Ensure all after-sales commitments are fulfilled according to company policies. • Complaint Handling • Record, investigate, and track customer complaints. • Coordinate with technical, production, logistics, and sales departments to resolve customer issues. • Follow up with customers until complaints are fully resolved. • Prepare reports on recurring customer issues and recommend preventive actions. Customer Relationship Management • Maintain an up-to-date customer database. • Build long-term customer relationships to encourage repeat business. • Collect customer feedback and recommend improvements to products and services. • Support customer retention initiatives and loyalty programs. Sales Support • Identify opportunities for repeat sales, cross-selling, and upselling. • Refer potential sales opportunities to the Sales Team. • Assist the sales team by providing customer feedback and market information. • ocumentation & Reporting • Maintain accurate records of customer interactions, complaints, warranty claims, and service requests. • Prepare daily, weekly, and monthly customer service reports. • Track customer satisfaction indicators and recommend improvement initiatives. Coordination • Work closely with Sales, Technical, Production, Warehouse, Logistics, and Finance departments to ensure efficient customer service. • Coordinate delivery updates and service schedules with customers.