مدير خدمة ما بعد البيع | الدار البيضاء (المغرب)

Job description

Company culture :

Kitea is characterized by a corporate culture centered on collaboration, where teamwork, trust and strong human relationships play an essential role. The company promotes close leadership that supports employee engagement, accountability and development. This collaborative foundation is strengthened by an openness to innovation, encouraging agility, creativity and adaptation to market changes. It also relies on a structured organization and a performance-oriented mindset, ensuring efficiency, reliability and a focus on results.

Job :

At the heart of the dynamic furniture and decoration sector in Casablanca, this After-Sales Service Manager opportunity allows you to become the key contact for customers. The main mission is to ensure the operational excellence of after-sales services by ensuring the smooth resolution of each request.

The central objective is to transform every interaction with the after-sales service into a positive experience to strengthen customer loyalty. It is about maintaining a high level of satisfaction while optimizing internal management processes to increase the overall efficiency of technical and logistical interventions.

Daily management involves complete oversight of the complaint lifecycle, from initial analysis to final resolution. Responsibilities include:

• Supervise, support, and develop the after-sales team
• Receive, analyze, and process customer complaints
• Organize and monitor maintenance and repair interventions
• Ensure compliance with deadlines and quality of after-sales services
• Identify recurring issues and propose improvement actions
• Collaborate with different departments to resolve customer issues
• Provide technical support to customers and internal teams
• Prepare regular reports and track service performance indicators

Required profile :

You hold a Bachelor's degree (Bac+3) to Master's degree (Bac+5) in Management, Business, or a technical field and have at least 3 years of successful experience in a similar role.

The ideal candidate:

Has strong team management skills
Possesses excellent customer service skills
Masters complaint management and dispute resolution
Demonstrates organization, analytical skills, and reactivity
Is capable of managing priorities and complex situations
Has good interpersonal skills and excellent communication
Is results-oriented and focused on customer satisfaction