Aftersales Support - Duraco Ltee

The role includes handling customer queries, coordinating product repairs, processing warranty claims, and following up on service issues to ensure timely resolution.

Job Purpose:

The Aftersales Support is responsible for providing excellent customer service and ensuring customer satisfaction after the delivery of products. The role includes handling customer queries, coordinating product repairs, processing warranty claims, and following up on service issues to ensure timely resolution.

Key Responsibilities:

• Serve as the primary point of contact for customers regarding aftersales support.
• Handle customer complaints and inquiries in a timely, professional, and efficient manner.
• Coordinate with internal departments to ensure proper resolution of customer issues.
• Monitor, process, and follow up on warranty claims and service requests.
• Maintain accurate records of customer interactions, service cases, and resolutions.
• Organize and schedule product repairs, maintenance, and service appointments.
• Ensure customer feedback is recorded and communicated for continuous improvement.
• Assist in tracking the performance of aftersales services and preparing related reports.
• Promote the company’s aftersales services to enhance customer loyalty.

Required Qualifications & Experience:

• Minimum HSC.
• At least 2 years of experience in a customer service or aftersales support role.

Key Competencies:

• Excellent communication and interpersonal skills.
• Strong problem-solving ability and customer-focused mindset.
• Ability to manage multiple priorities and meet deadlines.
• Good knowledge of Microsoft Office tools (Excel, Word, Outlook).
• Ability to work both independently and as part of a team.
• Attention to detail and ability to maintain accurate records.