After Sales Manager – Lebanon

Job Overview

Job Purpose

Responsible for managing all after-sales activities, including customer support related to the company’s app, agent services, and acquiring operations, while ensuring the effective resolution of inquiries, operational efficiency, and compliance with company policies, applicable regulations and service quality standards.

Key Roles and Responsibilities

*Develop the strategic objectives and KPIs for the Department and ensure the achievement of set objectives.

*Review the operating results of the department and follow-up to ensure that appropriate measures are taken to correct insufficient results.

*Set the operational budget covering the Department’s activities and ensure that adequate provision is made for all activities.

*Assist in the development of the Division’s policies and manage the implementation of the same at the department level, to ensure that all relevant procedural requirements are fulfilled in line with the set requirements.

*Administer prompt, fair and consistent corrective action for any and all violations of the Department’s policies, rules and procedures.

*Develop strategies to enhance customer satisfaction and loyalty through improved after-sales service, addressing any significant customer issues personally.Manage the resolution of escalated customer issues, ensuring timely and effective solutions.

*Collaborate with the concerned functions to identify recurring issues, streamline processes, and implement corrective actions.

*Monitor transaction processes across application, agent, and acquiring services, ensuring accuracy, fraud prevention, and adherence to risk management strategies.

*Monitor the performance of after-sales service teams, by setting and evaluating performance metrics to ensure high levels of customer service and operational efficiency.

*Ensure all after-sales activities comply with regulatory standards, company policies and service quality standards to mitigate any potential risks.

*Evaluate customer feedback trends to identify opportunities for service improvements and product enhancements.

*Act as the primary point of contact for the senior management regarding after-sales operations and strategies.

*Work closely with the Direct Manager to assist in planning the Division’s people agenda, analyses manpower plans, implications of decisions, and address issues to manage the priorities accordingly.

*Identify manpower requirements and Coordinate with the Human Resources and Administration Department on all recruiting activities

Job Requirements

*Bachelor’s degree in business administration or related field.

*Master’s degree in business administration (MBA) is required.

*Certified Customer Experience Professional (CCXP) certification is an added value.

*8 to 10 years of experience in Customer service management or related field.

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