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Aftersales Officer

Monday, July 16, 2018


  • Follow all relevant after-sales policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
  • Measure performance indicators to make sure performance objectives are achieved as planned
  • Supervise the day-to-day operations of subordinates to ensure that work processes are implemented as designed and in compliance with established standards and procedures
  • Undertake a range of technical resolution activities within given timelines and guidelines with limited direction and guidance provided as required
  • Perform more complex  troubleshooting of customer problems using Khoury Home knowledge management tools aiming to identify the source of problem
  • Forward unsolved problem to supplier/service center through the right channels depending on product brand and warranty status
  • Handle technical complaints/unsatisfied customers and follow-up on  customers phone call /technical questions/ e-mails to ensure fulfillment of customer requests in a timely and efficient manner
  • Ensure that all tickets are handled within the agreed upon time and SLAs to maintain customer satisfaction
  • Identify needs for proactive communication with customers in case of delays in repair/delivery and manage communication through outbound calls to set expectations
  • Familiarize the team with customer needs, techniques and knowledge tools, coach and advise as needed to help achieving better performance
  • Conduct regular meetings with officers to ensure efficiency of work
  • Provide daily/weekly/monthly status reports to After-sales Supervisor on achievements and overall performance status to get recommendations for improvement
  • Ensure the implementation of proper preventive/corrective actions /improvement initiatives to increase customers’ satisfaction
  • Develop and motivate subordinates to ensure transfer of know-how and continuous positive work environment
  • Monitor subordinates performance and provide formal and informal feedback and appraisal in order to maximize efficiency