POST-SALES SUPPORT

Description

Job Summary: Ensure close and efficient post-purchase support to customers by managing requests, incidents, and documentation to strengthen customer relationships. Key Responsibilities: 1. Strengthen post-sales customer relationships 2. Coordinate solutions with various internal departments 3. Contribute to customer satisfaction and experience **\*\*Post-Sales Assistant – URBIFRAX\*\*** Job Mission Ensure close, timely, and efficient support to URBIFRAX customers after lot acquisition by tracking requests, incidents, documentation, and commitments, aiming to deliver a satisfying experience and strengthen customer relationships. Main Responsibilities Respond to and follow up on customer inquiries, requests, complaints, and requirements after purchase. Coordinate with various internal departments to resolve incidents reported by customers. Track each customer’s commitments until closure. Keep case information updated in the relevant system or database. Coordinate with customers on dates, times, and conditions for visits, inspections, or support as applicable. Follow up on processes related to documentation, deliveries, service activation, and other post-sale commitments. Coordinate with Commercial, Operations, Administration, Legal, and/or Projects departments to address customer requests. Maintain consistent communication with customers, providing updates on progress and response timelines. Prepare periodic reports on requests, complaints, response times, and pending cases. Identify recurring incidents and propose improvements to optimize customer experience. Follow up with customers having pending payments, documents, or processes necessary to complete their support. Support customer satisfaction and experience measurement. Contribute to maintaining long-term relationships with URBIFRAX customers. Candidate Profile Final-year student or graduate in Business Administration, Industrial Engineering, Marketing, Communications, or related fields. 6 months to 1 year of experience in customer service, post-sales support, or commercial areas — preferred. Proficiency in Excel and management tools. Excellent verbal and written communication skills. Strong organizational and follow-up capabilities. Customer orientation and problem-solving ability. Proactivity, empathy, and teamwork skills. Willingness to work on-site. Job Performance Indicators (KPIs) To enhance the professional focus of this role, I recommend including metrics such as: Average customer response time. % of requests resolved within the established timeframe. % of cases successfully closed. Number of pending complaints. Customer Satisfaction Score (CSAT). Average incident resolution time. % of customers contacted after sale. Salary: S/.1,250\.00 \- S/.1,800\.00 per month Work Location: On-site employment