Aftersales Manager at CIG Motor Ltd

What you would do

Operational and Strategic Planning.

• Contribute as a member of management to the operational plan and decision making of CIG aftersales services.
• Maintain a business development plan covering aftersales, revenue and expense  controls for existing products and services to support the growth and sustainability of the business.
• Ensure prompt resolution of any customer complaints about product quality.
• Identify potential problems and take proactive steps to protect the company against bad debt and potential financial risks.
• Work in collaboration with Finance and Accounting to ensure that all payments are appropriately accounted for and that confiscations are undertaken if required.

Process and System Management.

• Manage customer accounts to ensure tracking of all actions taken in relation to each customer.
• Ensure that all invoicing/payment, delivery and warranty transactions are managed in accordance with company policy, are up-to-date, accurately recorded and reviewed regularly to identify potential issues.
• Ensure the preparation of accurate reports to summarise outcomes in relation to collections, deliveries and customer satisfaction metrics for the management team and make recommendations for improvement.

Customer Relation/Management.

• Maintain a strong customer focus to improve the sales experience.
• Ensure management of all incoming and outgoing queries (including Facebook, email, phone) to provide a positive customer experience, promote the company brand and encourage further sales.
• Develop campaigns to promote CIGs’ products and services.
• 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.
• Generate sales leads and liaise with the sales teams to ensure follow up.

Human Resource Management.

• Manage, develop, coach, control, and motivate the after sales team to develop their skill to ensure that a high professional standard is achieved and performance targets are met.
• Ensure there is a mechanism in place to monitor individual performance, assess progress and provide feedback to support individual development.
• Assess the strengths and weaknesses of the after sales team and manage the program accordingly, including undertaking recruitment and coordinating training as required.

What you should have

• 8-12 years proven work experience as Aftersales/Customer Manager from an automobile firm;
• Extensive experience with customer relationship management
• A qualification relevant to the work of After Sales/Customer Service Manager will be highly regarded.
• 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.
• Applies broad-based knowledge to manage projects, account for resources and ensure compliance with relevant legislation and standards.
• Works autonomously, delegating appropriately to manage workload.
• Uses initiative to develop new approaches and achieve high performance outcomes.
• Commitment to training staff to maximize individual and organization goals.