Department Service Center
The After-Sales Support Officer is responsible for coordinating customer support activities after the sale, serving as the main communication link between customers, technicians, sales, warehouse, and management. The role ensures that service requests, warranty claims, repairs, maintenance visits, and customer complaints are properly recorded, followed up, and resolved within the required timeframe.
Main Duties and Responsibilities
• Receive and register customer service requests, complaints, warranty claims, and repair requests.
• Communicate with customers to understand their issues and collect all required product and purchase information.
• Coordinate product inspections, repairs, maintenance visits, and installations with service center technicians.
• Follow up on each service request from receipt until completion and customer confirmation.
• Provide customers with clear updates regarding inspection results, repair status, expected completion dates, costs, and warranty coverage.
• Verify warranty eligibility based on invoices, serial numbers, warranty conditions, and company policies.
• Prepare service reports, quotations, job cards, delivery notes, and other after-sales documentation.
• Maintain accurate records of customer cases, repair history, complaints, and completed services in the company system.
• Coordinate with the warehouse and procurement teams regarding spare parts, replacement products, and required tools.
• Coordinate with the sales team when customer cases require commercial follow-up or additional product support.
• Arrange the receipt and return of customer products and ensure proper documentation and handover.
• Follow up with customers after service completion to confirm satisfaction and proper product operation.
• Escalate delayed, repeated, or unresolved technical issues to the Service Center Manager.
• Prepare periodic reports on open cases, response time, resolution time, recurring issues, and customer satisfaction.
• Support continuous improvement initiatives to enhance after-sales service quality, efficiency, and customer experience.
• Ensure compliance with company procedures, warranty policies, and customer service standards.
Regulatory Requirements — Education and Experience
• Diploma or bachelor’s degree in Business Administration, Customer Service, Electronics, , or a related field.
• Minimum of 2–3 years of experience in after-sales support, customer service, technical coordination, or a similar role.
• Previous experience with inverters, batteries, electronics, security systems, or technical products is preferred.
• Basic understanding of technical troubleshooting, repair processes, and warranty procedures.
• Experience using ERP, CRM, ticketing, or service-management systems is preferred