Customer Service Agent & Supervisor at MeWe Electronics

About the Role

MeWe Electronics is seeking an experienced Aftersales Customer Service agent & supervisor to oversee the daily operations of our service center and ensure exceptional customer service throughout the after-sales journey.

The successful candidate will coordinate technicians, customer service teams, repair workflows, service quality, and customer satisfaction while ensuring operational efficiency.

Applicants must possess experience in the 3C's (Computer, Communication & Consumer Electronics) or Home Appliance industry, with a strong understanding of after-sales service management, customer experience, service center operations, warranty processes, and service network operations.

Key Responsibilities

• Manage the day-to-day operations of the service center.
• Supervise repair technicians, front desk officers, and customer service representatives.
• Ensure excellent customer service throughout the repair process.
• Monitor repair turnaround time (TAT) and customer satisfaction metrics.
• Coordinate repair scheduling and workload allocation.
• Ensure warranty claims are processed according to company policy.
• Resolve escalated customer complaints professionally and promptly.
• Monitor service center performance using established KPIs.
• Maintain accurate service records and operational documentation.
• Ensure compliance with company procedures and service quality standards.
• Train, mentor, and evaluate service center staff.
• Work closely with Technical, Inventory, Sales, and Customer Service teams.

Requirements & Qualifications

• Bachelor's Degree or HND in Business Administration, Engineering, Customer Service Management, or a related discipline.
• Minimum of 5 years' experience in after-sales operations within the 3C's (Computer, Communication & Consumer Electronics) or Home Appliance industry.
• Previous experience supervising service center operations is highly preferred.
• Strong leadership, communication, and customer relationship management skills.
• Experience using CRM or service management systems.
• Excellent organizational and decision-making abilities.

Core Competencies

• Service Centre Operations
• Customer Experience Management
• Team Leadership
• Complaint Resolution
• Operational Planning
• Performance Monitoring
• Service Quality Assurance
• Communication Skills
• Process Improvement
• Decision Making