After Sales Manager

  • Full-time

Company Description

Homzmart is an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessories and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement.

Job Description

Job Objective

·       Responsible for accurately processing return of items from customers by evaluating the customer claims and products details.

·       Manages the process for items going to vendors and customers.

Key Responsibilities

·       Oversee the process of customer returns requests.

·       Creating a clear strategy for the customer returns process to maintain our loyal customer.

·       Assist clients in resolving issues and complaints concerning purchased products or services

·       Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards

·       Develop and optimize support and service processes, tools, and systems

·       Oversee all post-sales services provided to clients to ensure customer satisfaction

·       Provide periodic reports to management on all after sales activities

·       Ensure compliance with all general and company policies when carrying out job duties.

·       Ensure that proper quality check is done on each item that comes to the after-sales department to ascertain customer claims

·       Prevent losses through continuous process monitoring and tracking of all items processed by after-sales.

·       Queue management of items that requested from the customer side and dealing with the customer operation team.

·       Performance management including appraisals and training of the after-sales team on new systems improvements

·       Improve overall efficiency in after-sales by suggesting systems improvement

Qualifications

- Minimum 3 years experience in a relevant role.

- E-commerce experience is a plus.

- High conflict resolution skills.

- Past experience in high dynamic environments.