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