This role is centered on providing comprehensive post-sale service and support to clients who have purchased specialized professional equipment. The primary focus is on ensuring a high level of customer satisfaction and retention through effective communication, efficient service coordination, and strategic problem-solving.
Key Responsibilities and Activities
- Customer Relationship Management: Establish, build, and maintain strong, positive relationships with clients by proactively addressing their needs, gathering feedback, and ensuring a positive overall experience with the purchased equipment.
- Query and Complaint Resolution: Serve as the primary point of contact for all post-sale customer inquiries and complaints. Effectively manage, track, and resolve issues in a timely and professional manner to ensure client satisfaction.
- Service Coordination and Delivery: Coordinate and oversee all post-sale operations to guarantee the delivery of high-quality service and technical support for the specialized equipment, ensuring alignment with service standards.
- Strategy Implementation: Develop, propose, and implement strategies and initiatives designed to enhance customer satisfaction, foster client loyalty, and improve the overall post-sale experience.
- Process and System Optimization: Work to continuously improve and optimize support processes, systems, and digital tools utilized in the delivery of post-sale services.
- Internal Liaison and Reporting: Collaborate effectively with internal teams and present clear, data-driven reports on post-sale activities, customer feedback trends, and service performance to leadership.
Requirements
- Strong leadership and communication skills.
- Self-driven and hold a good eye for detail.
- Able to work independently and in a team.
- Previous experience in a similar role or industry will be given preference.
Education and Experience
- Any qualification linked to the role will be considered an asset.
- Excellent spoken and written both Maltese and English.
Job Reference: VZ816
Customer Service Jobs in Malta include roles that link the customer to the organisation, and ensure customer satisfaction with the product or service received. Jobs in customer service include customer support, front office, technical support and call centre roles.
