Aftersales Service Specialist at New Age Mobile Concepts Limited

Job Objective:

To provide exceptional post-purchase support that ensures customer satisfaction and brand loyalty. The Aftersales Service Representative resolves product-related issues, manages warranty claims, and promotes suitable phone accessories. By combining strong communication, technical knowledge, and customer empathy, the role enhances service quality, drives repeat business, and supports the company’s overall growth.

Core Functions:

• Customer Service: Respond to customer inquiries, concerns, and complaints about phone accessories products
• Product Support: Troubleshoot and resolve product-related issues, replacement options
• Order Management: Process orders, track shipments, and handle returns or exchanges
• Product Knowledge: Stay up-to-date with product features, benefits, and technical specifications
• Sales Support: Identify sales opportunities, promote products, and provide product recommendations
• Reporting: Provide regular reports on customer feedback, product performance, and sales trends.

Requirements

• 0-2 years of experience in customer service or sales, preferably in the phone accessories industry
• Strong communication and interpersonal skills
• Excellent problem-solving and analytical skills
• Ability to work in a fast-paced environment and meet deadlines
• Familiarity with phone accessories products and technology

Skills

• Strong customer service and communication skills
• Proficient in CRM tools and Microsoft Office
• Good product knowledge of phone accessories
• Excellent problem-solving and multitasking ability
• Detail-oriented, organized, and dependable
• Team player with professionalism and integrity

Key Performance Indicators:

• Customer Satisfaction Rate (CSAT): Percentage of customers satisfied with aftersales service quality.
• First Response Time: Average time taken to respond to customer inquiries or complaints.
• Issue Resolution Time: Average duration required to resolve customer issues or close service tickets.
• Warranty/Repair Turnaround Time: Speed and efficiency in processing warranty claims or repairs.
• Customer Retention Rate: Percentage of customers returning or remaining loyal after service interaction.
• Upselling/Cross-selling Rate: Frequency of successfully recommending additional accessories or services.
• Complaint Resolution Rate: Percentage of customer complaints resolved on first contact.
• Service Quality Score: Internal or external rating based on accuracy, professionalism, and communication.
• CRM Record Accuracy: Consistency and completeness of data entry and service documentation.
• Follow-up Compliance: Percentage of customers contacted for post-service follow-up within set timelines.