After Sales Technical Support

Duties & Responsibilities :

• Customer communication
• Respond to inquiries via phone, email, chat or social media.
• Collect and act on customer.
• Technical Support
• Diagnose and resolve technical issues.
• Provide usage, installation, and maintenance guidance.
• Repairs and Maintenance
• Coordinate and manage product repairs.
• Organize and perform routine maintenance check.
• Warranty and Claims Management
• Process warranty claims and ensures proper documentation.
• Resolve warranty service claims efficiently.
• Replacement and Returns
• Manage product replacements.
• Oversee the return process, ensuring policy compliance.
• Documentation and Reporting
• Maintain accurate service records.
• Generate reports on aftersales performance and issues.
• Customer Training
• Conduct training sessions for product usage.
• Create and update user manuals and guides.
• Quality Assurance
• Perform quality checks on returned or repaired products.
• Implement feedback to improve product quality.
• Spare Parts Management
• Manage spare parts inventory.
• Process orders for necessary spare parts.
• Customer Relationship Management
• Develop and manage loyalty programs.
• Follow up with customers post services.
• Collaboration and Coordination
• Coordinate with internal teams for issue resolution.
• Liaise with third-party service providers as needed.
• Continuous Improvement
• Review and improve aftersales processes.
• Provide ongoing training and development for the team.