Aftersales Manager

Responsibilities:

Assist the Service Manager with after-sales service work in Morocco, including but not limited to the development and optimization of the service network and locations, service provider management, and service quality improvement, ensuring efficient and compliant service delivery.

1. Based on the current business situation and plans, improve and continuously optimize the country service network coverage, continuously develop local service provider resources, and provide competitive analysis of competitors.

2. Support the implementation of country large appliance service and manage the service provider's on-site team, monitor the service process, and ensure high-quality service delivery (installation, repair, remote support, etc.).

3. Oversee the entire daily after-sales service process for Mi.com and new retail stores.

4. Customer Management: Communicate, provide feedback, and address 2B customer needs; manage VOC (Voice of Concern) management.

5. Conduct service satisfaction surveys, improve services, analyze, and develop improvement plans.

Recruitment Criteria

l 5 years of after-sales experience, familiar with the entire after-sales service operation process.

l Experience in the home appliance after-sales industry or with well-known mobile phone manufacturers is preferred.

l Familiarity with the local after-sales industry and local service provider resources.

l Results-oriented, actively assisting the country Service Manager in carrying out various after-sales activities in the country.

l English is acceptable as a working language.