Customer Service Manager - Morocco
Electrolux
Morocco
il y a 2j

Key Operational Responsibilities :

  • Create and Develop a strong relationship with Electrolux service providers in the Market
  • Create the consumer service guidelines and implement it through the service net
  • Create and Develop and monitor the Contact Center operation as per the Electrolux guidelines and KPIs
  • Implement and monitor the consumer service KPIs Control warranty costs, report quality data and implement the safety procedures
  • Guarantee a timely and concise technical support to ISPs and Retailers with a proper follow up until resolution
  • Guarantee the technical training program within ISPs in the region
  • To support new Electrolux products launches providing the technical information like, but not limited, as a spares parts catalogues, service manuals and bulletins
  • To support Electrolux ownership solutions strategy on creating a simply outstanding consumer experience and developing new aftermarket business opportunities (spares, accessories, consumables and services)
  • Guarantee the social media track and address the proper feedback / solution to the Electrolux brands consumers inquires and complains
  • Qualifications :

  • Bachelors degree in Business Management, or equivalent industry experience 5years of service management experience and aftermarket business
  • Major appliances business experience repair practices
  • English, French & Arabic required
  • You :

  • Passion for delivering outstanding consumer service experience
  • Cross-functional collaboration
  • Availability to travel throughout the region
  • Good leadership capabilities and capacity to influence people
  • Eager for challenges and new initiatives
  • Ability to work effectively within a teamship environment
  • The desire to work with, and respect for, customers and partners from around the world from diverse races, religions, and cultures
  • Ability to multi-task and perform under pressure
  • Excellent verbal and written communication skills
  • Excellent negotiation skills
  • Strong problem-solving skills
  • Advanced knowledge of Microsoft Excel, Word and PowerPoint
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