About Us:
For 13 years, Battmobile has been at the forefront of revolutionizing automotive services in the UAE. Originators of onsite battery replacement services, we've evolved into the go-to destination for comprehensive car servicing solutions, delighting over 300,000 customers. With a team of 40+ mobile mechanics skilled in servicing all makes and models, we ensure a seamless experience, covering everything from oil changes to tire replacements, electrical and mechanical repairs, and advanced vehicle diagnostics. Our core mission remains steadfast: delivering exceptional service, whether it's routine maintenance, major repairs, or simply offering a friendly interaction.
Job Summary:
As an After Sales Manager, you will be responsible for cultivating a positive customer experience throughout the entire customer journey. The role involves overseeing customer feedback, addressing concerns, and fostering customer advocacy. You will manage a team focused on customer renewals and the conversion of sales from non-confirmed or canceled orders. Additionally, you will coordinate with the call center and service advisor teams to ensure improvements in customer service quality and effectiveness.
Responsibilities:
- Establish a systematic approach for collecting, analyzing, and interpreting customer feedback.
- Identify trends and patterns to gain insights into customer needs and preferences.
- Act as the primary point of contact for addressing customer concerns and issues.
- Understand the customer journey and pinpoint the origin of concerns.
- Collaborate with relevant departments to ensure prompt issue resolution and communicate solutions to customers.
- Build a community of satisfied customers who become advocates for the brand.
- Develop programs to encourage positive customer reviews and testimonials.
- Proficient in generating positive Google reviews.
- Collaborate closely with product development, marketing, and sales teams to incorporate customer feedback into product/service improvements.
- Provide insights to the marketing team for customer-centric campaigns.
- Establish key performance indicators (KPIs) to measure and track customer satisfaction.
- Regularly report findings and recommendations to the leadership team.
- Work closely with the team handling non-confirmed/canceled orders to convert sales from the pipeline.
- Oversee quality checks to ensure high standards of service are maintained.
- Coordinate with the call center and service advisor teams to identify and implement service improvements.
- Develop and deliver training programs for your team to enhance their skills and performance.
- Ensure all team members are up-to-date with best practices and company policies through continuous training.
Requirements:
- Bachelor's degree in a related field.
- Proven experience in customer service and relationship management.
- Strong data analysis skills with experience in interpreting customer feedback and trends.
- At least 5-7 years of experience in a managerial role, preferably in an after-sales or customer service environment.
- Experience in managing a team.
- Excellent communication and interpersonal skills, with the ability to address customer concerns effectively.
- Proficiency in generating positive online reviews and managing online reputation.
- Ability to collaborate cross-functionally with product development, marketing, and sales teams.
- Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
- Familiarity with CRM systems and customer feedback tools.
Benefits:
- Competitive salary and performance-based bonuses.
- Paid annual leave and airfare.
- Medical insurance.
How to Apply: If you are passionate about automotive care and possess the skills required for this position, we invite you to apply by sending your resume and a cover letter detailing your relevant experience to [Confidential Information]. Please include the position title in the subject line of your email. We look forward to hearing from you!
