DUVAL ARNO DISTRIBUTION (DAD) is looking for a Service and Customer Relations Manager M/F
MISSIONS
The Service and Customer Relations Manager M/F is responsible for meeting customer expectations, receiving and managing complaints, ensuring the repair of devices and solving installation problems. He organizes the after-sales service activity and manages a team of after-sales agents.
ACTIVITIES
1- Organization of the after-sales service
- Provide customers with technical and commercial follow-up in the event of a problem during installation or breakdown
- Ensure customer satisfaction
- Organize the reception of customer calls and plan in the field the interventions of service technicians
- Arrange for items or devices to be received directly at the store
- Define the work schedule of the after-sales service workshop
- Follow up on guarantees
- Propose a satisfactory solution to the customer in the event of a dispute
- Inform the manufacturer of user complaints
- Control invoices and payments
- Follow-up: list the number of devices or items deposited each day in after-sales service, the nature of the failures detected, the average repair times,
- Manage spare parts inventory and supply
- Participate in the commercial development of the after-sales: analysis of the competition, implementation of marketing actions, customer prospecting
2- Management:
- Animate the team in charge of the reception and the realization of the after-sales contract in store
- Manage a team of service technicians
- Participate in the recruitment of service technicians and the follow-up of their career (training plan, )
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PROFILE
- Training from bac to Bac + 2, (BTS maintenance, technical-commercial, electrical engineering,).
- Have technical knowledge in electronics, electricity, computers, household appliances, video,… or in other technical fields (depending on the company)
- Have knowledge of technical English
Know-how
- Know how to organize and plan the activity of the after-sales service
- Know how to manage claims
- Know how to analyze needs and propose a satisfactory solution for the customer, according to his request
- Know how to analyze customer guarantees
- Know and know how to enforce the company’s commitments in terms of after-sales service
- Know how to monitor customer satisfaction
- Know how to supervise and animate a team of service technicians
Knowing how to be
- Analysis
- Synthesis
- Self-control
- Customer Orientation
- Teamwork / Network
- Problem solving
- Organization / Anticipation
- Results-oriented
HOW TO APPLY?
CV and cover letter to be sent only to the email address rh@groupearno.com with the subject: “AFTER-sales service and CUSTOMER RELATIONSHIP MANAGER“.
N.B: Only shortlisted candidates will be invited
Deadline for admissibility of applications: 14/12/2022
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