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:

• Strong leadership and conflict-resolution abilities.

• Technical aptitude to understand product/service intricacies.

• Excellent communication skills for liaising with clients and internal teams.

• 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.