After Sales Service Coordinator

Job Description

Objectives: The primary function of an After Sales Service Coordinator is to ensure customer satisfaction by resolving customer concerns. Working closely with the After Sales Service Supervisor the position requires good understanding of customer relationship and ensures that customer satisfaction rating is maintained at the highest standard consistently.Main Responsibilities:Support Local Distribution Manager for achievement of KPIs through motivating staff and operational effectivenessWell skilled in working with Axapta software for back office system for planning and handling deliveries, payments, customer relations and stockingCustomer complaints are action within 48 hours and refunds are handled as per company policy. This will include follow up calls and corrective actions to address opportunities identified. Know the fabrics, textiles, woods and materials of furniture sold in the storeShow urgency in addressing all customer complaints by listening to the problem and working towards finding a positive solutionConduct pre delivery and follow up calls after delivery has been completed to ensure customer satisfactionDemonstrate professionalism and empathetic service attitude in dealing with customer complaintMaintain an up to date knowledge of products, especially with regards to handling and care of the products, in addition to any special Features and Benefits (F.A.Bs).Help customers with any queries they may have surrounding the brand or products, style, size, and availability of itemsEnsure a fair balance of decisions is taken in consultation with the After Sales Service SupervisorEnsure the Team understands all policies, procedures and processes pertaining to After Sales Service and Delivery and AssemblyBe knowledgeable of the local area to manage and monitor the effective scheduling of grouped deliveries based on geographical locality to maximize Delivery and Assembly productivityMaintain after-sales contact with customers to build relationships and drive repeat customers through advertising after sales serviceSchedule deliveries based on location and volumeResolve all customer queries in a positive manner. To maintain a healthy client base, guide all queries to relevant departments where requiredReporting to: Local Distribution Manager REQUIREMENTS: Nature and length of previous experience: 2-3 years experienced working within a retail environment, previous leadership experience as Customer Service Representative, Sales Consultant or equivalentUniversity Qualifications: High School DiplomaSpecialist Knowledge:Brand/Market awarenessCommunication (Verbal, Written)Computer Literacy (Axapta) and Microsoft excelDecision making and judgmentProduct knowledgeProblem solvingSoft Skills and Personality traits:AccuracyAttention to detailFlexibilityIndependencePro-activityProcess ExcellenceProductivityTeamworkTime ManagementLanguage Fluency: Arabic is essential for this role

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About Company

Al Mana is one of the largest and most diversified groups in the region, operating over 55 companies in 8 countries and employing over 3500 personnel. Industries that we operate in include automotive distribution and services, real estate and investments, retail and luxury fashion, F&B, engineering, technology, media and entertainment. The group covers most areas of retail including luxury goods, beauty, fashion, home interiors, watches and jewellery. Operating over 300 outlets, Al Mana represents some of the largest and most successful brands in the world.