AfterSales Service Support Head

Infocom Gadgets (Pvt) Ltd

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Key Responsibilities

1. Customer Query Management

Handle escalated customer inquiries (via phone, email, or in-person) for both retail and wholesale clients, ensuring timely resolution.

2. Team Leadership

Manage and mentor a team of customer service representatives, technicians, and support staff.
Conduct regular training sessions to ensure staff are knowledgeable about products, troubleshooting, and customer service best practices.
Set performance goals, conduct evaluations, and address underperformance.

3. Technical Team Oversight

Supervise technicians to ensure repairs, installations, or maintenance services meet quality standards.
Collaborate with the technical team to resolve complex issues and improve service workflows.
Ensure technicians are certified, trained, and equipped with necessary tools/resources.

4. Wholesale Account Support

Build and maintain relationships with key wholesale clients, understanding their unique needs and service agreements.
Coordinate with sales and logistics teams to address bulk-order-related service issues.
Provide tailored reports and updates to wholesale partners on service metrics.

5. Process Improvement

Analyze service data (e.g., response times, resolution rates) to identify inefficiencies and implement solutions.
Develop standardized protocols for handling customer complaints, returns, and warranties.
Integrate technology (e.g., CRM, ticketing systems) to streamline operations.

6. Compliance & Reporting

Ensure compliance with industry regulations and company policies.
Prepare monthly/quarterly reports on team performance, customer satisfaction, and service costs.

Qualifications

Education: Bachelor’s degree in Business Administration, Engineering, or related field.

Experience:

5+ years in after-sales service/customer support, including 2+ years in a leadership role.
Experience managing technical teams (e.g., field technicians, repair specialists).
Background in wholesale/B2B customer service preferred.

Skills:

Develop processes to improve response times and service quality for high-volume wholesale accounts.
Monitor customer feedback and implement improvements to enhance satisfaction and loyalty.