AFTER-SALES SERVICE ASSISTANT | Safi (Morocco)

Job :

Your mission:
Reporting to the After-Sales Service Manager, you will be responsible for the administrative and operational follow-up of After-Sales Service cases and for contributing to good coordination between customers, Group subsidiaries, technical teams, suppliers, and approved After-Sales Service providers.

Your main responsibilities:
- Receive and daily record After-Sales Service requests and complaints
- Create, update, and monitor cases in the After-Sales Service platform
- Verify information related to customers, products, suppliers, and warranty
- Follow up on repairs until cases are closed.
- Follow up on interventions until cases are closed.
- Make necessary follow-ups with the various parties involved
- Coordinate exchanges with technicians, suppliers, approved After-Sales Service providers, and subsidiaries.
- Communicate well with customers, giving them the necessary assurance and strengthening customer trust.
- Track repair orders, intervention and repair reports, and other After-Sales Service documents.
- Identify and report cases that are delayed or require special action.
- Prepare After-Sales Service tracking tables (weekly, monthly, quarterly, semi-annually, and annually).
- Ensure the quality, reliability, and daily updating of information recorded in the After-Sales Service system.
- Collect information and feedback from resellers/customers about the brands, products, and references distributed by the group and its subsidiaries.

Required profile :

Profile sought:
Bac+2 / Bac+3 degree in management, administration, sales, customer relations, or a similar field.
Previous experience in After-Sales Service, customer relations, sales administration, or the home appliance sector is desired.
Proficiency in office tools, especially Excel, Word, and Outlook.
Comfortable with computer tools and management software.
Good command of French and good knowledge of English.
Good written and oral communication skills.
Organized, rigorous, and responsive.
Ability to manage multiple cases and priorities simultaneously.
Team spirit and customer service orientation.
Initiative and ability to handle stressful or conflicting situations.

Qualities sought:
Organized, dynamic, rigorous, calm, and involved person.
Person capable of ensuring precise case follow-up, and able to bring added value to the department.
Available person willing to actively contribute to improving service quality and highlighting their actions.