Aftersales Manager

Motus Sinotruck Midrand currently holds a vacancy for a Aftersales Manager reporting to the Dealer Principal.

The Aftersales Manager is responsible for overseeing the post-purchase experience for customers, ensuring high levels of satisfaction and loyalty. This role focuses on managing service operations, support processes, and customer engagement strategies that enhance the overall ownership experience.

Key Responsibilities

• Develop and implement aftersales strategies to improve customer satisfaction and retention.
• Manage and lead a team of aftersales professionals, providing training and support to ensure optimal service delivery.
• Monitor and analyze customer feedback and service metrics to identify areas for improvement.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to align aftersales efforts with overall business objectives.
• Oversee warranty claims and service repair processes to ensure timeliness and efficiency in resolution.
• Create and maintain aftersales performance reports, presenting insights and action plans to senior management.
• Address customer inquiries and complaints, ensuring effective resolution and maintaining positive relationships.
• Stay updated on industry trends and best practices in aftersales service to continually enhance operations.

Requirements

• Proven track record in aftersales management or related customer service role within a retail or automotive environment.
• Strong leadership skills with the ability to motivate and manage a diverse team.
• Excellent communication and interpersonal skills to effectively engage with customers and team members.
• Exceptional problem-solving abilities, with a focus on providing solutions that enhance customer satisfaction.
• Familiarity with CRM systems and aftersales management software is essential.
• Strong analytical skills to assess customer feedback and service metrics for continuous improvement.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Experience with service quality standards and customer engagement strategies.
• Knowledge of the automotive industry and related aftersales practices is advantageous.
• Previous experience in training and developing customer service teams.
• Driver’s License
• Aftersales system exposure will be an added advantage

Please note that candidates not contacted within 2 weeks of closing must consider their applications as unsuccessful.