You are the internal and external contact person for claim management in our customer service
The acceptance, processing and analysis of customer complaints are also part of your area of ??responsibility
In the case of complex claims, you are on site at our customer facilities
You take care of the timely registration, assertion or defense of the corresponding claim, including the preparation of appointments and conduct complaint negotiations with our customers
You will also master setting up and compiling the documentation (costs, deadlines, quality, etc.) as well as supporting the preparation of technical issues
The optimization of the structures and processes for processing customer complaints as well as the documentation of measures and results round off your versatile area of ??responsibility
Coordinate after sales functions including deliveries, collections and warranty claims in order to optimize customer satisfaction within budget constraints.
Ensure prompt resolution of any customer complaints about product quality.
Implement and maintain systems and processes that will effectively eliminate error, increase response time, improve communication and record outcomes in relation to all aspects of the customer experience.
Ensure the preparation of accurate reports to summarize outcomes in relation to collections, deliveries and customer satisfaction metrics for the management team and make recommendations for improvement.
Maintain a strong customer focus to improve the sales experience.
Track and record outcomes in terms of customer satisfaction with the quality of the company’s products and services and proactively recommend improvements where required
Within the context of the main responsibilities and accountabilities of the role, the employee is expected to demonstrate the following capabilities:
Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders.
Personal commitment to excellent customer service.
A successful track record in setting priorities, managing work demands and evaluating progress while remaining responsive to changing priorities.
Uses initiative to develop new approaches and achieve high performance outcomes.
Works well in a multi-functional and multi-cultural team.
Fully proficient with Microsoft Word and Excel.
High level of competence in spoken and written English and German language skills.
Extensive experience with customer relationship management and managing and directing a customer-focussed program, particularly in a developing country.
A qualification relevant to the work of After Sales/Customer Service Manager will be