After Sales Manager

Our client, operating in the retail industry, is looking for an After Sales Manager to lead their aftersales team. 

You will be responsible for overseeing the organization’s entire after-sales function, including technical support, spare parts management, and customer care, ensuring the highest level of customer satisfaction. This role involves managing daily operations to meet company standards, supervising service staff, managing service schedules, handling customer complaints and inquiries, and maintaining a productive and efficient service environment

Other Responsibilities:

• Lead and supervise the after-sales team, including technicians, spare parts personnel, and call agents, while providing ongoing training and performance evaluations.
• Oversee daily operations of the service department.
• Maintain high service standards to ensure customer satisfaction.
• Communicate with clients and actively address escalated complaints to achieve resolution.
• Monitor technical response times and manage effective appointment scheduling.
• Oversee the entire supply chain process for spare parts and manage inventory accountability.
• Develop and implement service policies and procedures to ensure efficiency and high-quality service delivery.
• Coordinate with both local and international counterparts to fulfil after-sales obligations.
• Collaborate with the marketing department to continuously improve customer feedback mechanisms and reputation management
• Evaluate and implement updates to the operating system and software to enhance efficiency and effectiveness.
• Stay current with the latest industry trends and technologies.
• Ensure full compliance with health and safety regulations and report incidents as necessary.
• Foster a positive and collaborative work environment.

• Excellent Customer service skills
• Strong time management skills
• Proven experience in a leading client facing role is a must
• Native level of Maltese is needed.
• Experience in a technical background would be a plus.