After Sales Service Supervisor

Job Title: After Sales Service Supervisor

Department: After Sales / Customer Support
Location: Korangi, Karachi
Job Type: Full-Time
Start Date: Immediate
Experience Required: 5+ Years (Telecom or Mobile Accessories Industry Preferred)

Job Summary:

The After Sales Service Supervisor is responsible for managing the end-to-end after-sales service operations, ensuring efficient handling of customer complaints, warranty claims, repairs, and product returns. The role focuses on maintaining high customer satisfaction, supervising service staff, and ensuring timely resolution of technical issues related to mobile devices and accessories.

Key Responsibilities:

1. Service Operations Management

• Supervise daily after sales service activities including repairs, replacements, and warranty claims
• Ensure proper intake, tagging, and tracking of all service cases
• Monitor turnaround time (TAT) for repairs and ensure timely delivery to customers

2. Team Supervision

• Manage service technicians and service center staff
• Assign tasks and monitor performance of the service team
• Provide training and technical guidance to improve service quality

3. Customer Handling

• Handle escalated customer complaints and ensure proper resolution
• Maintain professional communication with customers regarding service status
• Ensure high level of customer satisfaction and retention

4. Process & Quality Control

• Ensure adherence to company policies and warranty guidelines
• Implement and maintain standard operating procedures (SOPs) for service center
• Conduct quality checks on repaired products before delivery

5. Reporting & Coordination

• Prepare daily/weekly/monthly service reports
• Coordinate with procurement, warehouse, and product teams for spare parts availability
• Provide feedback to management regarding recurring product issues

6. Inventory & Spare Parts Management

• Monitor spare parts usage and maintain proper stock levels
• Ensure accurate recording of defective and repaired items
• Coordinate with suppliers/vendors for replacement parts if required

Required Skills & Qualifications:

• Bachelor’s degree (preferred in Business, Engineering, or related field)
• 3–5 years of experience in after sales service (mobile/tech industry preferred)
• Strong technical understanding of mobile devices and accessories
• Leadership and team management skills
• Good communication and customer skills
• Problem-solving and analytical mindset

Key Performance Indicators (KPIs):

• Service turnaround time (TAT)
• Customer satisfaction rate
• First-time repair success rate
• Complaint resolution time
• Team productivity and efficiency

What We Offer

• Competitive salary package
• Professional growth and learning opportunities
• Collaborative and creative work environment

How to Apply

Interested candidates are requested to share their CVs in PDF format at hr@hellofaster.com with a proper subject line mentioning the position title.

Job Type: Full-time

Work Location: In person