The Head, Customer Services, under the overall leadership of the Manager, is responsible for the overall planning, leadership, management and supervision of the Customer Service Management functions throughout the company. Also, he/she assists same in preparing Customer Service reports, gathering Customer complaint and feedback data, Customer Service planning, and follows up the implementation of Customer Service plans throughout the company

Duties & Responsibilities:

1.  Develops strategies to improve the processes and level of service provided by the pre and after-sales service experts.

2.  Oversees post-marketing activities, manage certain budgets, and handle customer follow-ups.

3.   Supports after-sales service staff and ensuring that quality and service standards are met.

4.     Monitors and analyzes customer feedback trends to identify and resolve frequent problems

5.     Ensures the overall satisfaction of a company's customers.

6.     Solves any problems that have arisen from the customers’ side.

7.     Provides proactive support outreach to identify small roadblocks before they become major obstacles

8.     Optimizes all aspects of the pre and after sales experience for the customer and maintaining customer relationships to measure satisfaction and encourage future sales

9.     Provides pre and after-sales service support to customers, such as the installation, maintenance and repair of the sold products.

10.  Implements procedures and processes to improve service quality and reduce delivery times

11.  Performs other similar tasks as assigned by the Manager, Marketing and Sales Services.

Job Requirements

Position Requirement

2.1  Academic requirement: MSc/ BSc in Auto Mechanical Engineering.

2.2  Work experience: 6/8 years’ experience in designing and processing effective Market Research and Development system in large entities with trading, agricultural, and transport sector involvement is advantageous. Extensive knowledge and experience in preparing Customer service manuals, systems, policies and standards is a benefit.

2.3   Desirable training: Customer Service Management tools like Customer Service Management, Communication, Software, MS Office, etc.

How To Apply

 Qualified applicants are invited to submit their application letter, curriculum vitae with names and contact address of three references and copy of non-returnable supporting documents within 10(Ten) consecutive working days work place ADDIS ABABA office address Bole Sure Construction Floor 12 email address  hr@tekhaftrading.com or  careers@tekhaftrading.com For further information contact Tel: +251930294923