Customer Service Lead / Supervisor (After-Sales Service)

Key Responsibilities

· Establish and develop the Customer Service Department and its operational framework.

· Manage all warranty and e-warranty registrations, claims, validations, and related processes.

· Design, implement, and continuously improve customer service policies, procedures, and service standards.

· Maintain accurate records and documentation related to warranty claims, customer complaints, service requests, and resolutions.

· Develop and monitor customer service KPIs, reports, and performance metrics.

· Coordinate with sales, operations, logistics, and technical teams to ensure timely issue resolution.

· Handle escalated customer complaints and provide effective solutions.

· Implement systems and processes to improve customer satisfaction and service efficiency.

· Train, mentor, and supervise customer service staff as the department expands.

· Ensure compliance with company policies and applicable regulations regarding customer service and warranty management.

· Prepare periodic management reports and recommendations for service improvement.

Work Location: In person