After Sales Coordinator

JOB DESCRIPTION

After-Sales Service Coordinator

Company: DAL Studio – Lighting and Smart Home Solutions Department: Operations / Customer Service Reports To: Operations Manager Location: Kuwait

1. Job Purpose

To provide efficient and professional after-sales service to customers by handling service requests, complaints, warranty claims, product issues, and technical support coordination for lighting products and smart home solutions. The role is responsible for ensuring customer satisfaction, timely resolution of issues, and maintaining DAL Studio’s reputation for quality products and reliable service.

1. Key Responsibilities

A. Customer Service and Support

• Receive, record, and respond to customer inquiries, complaints, and after-sales service requests through phone calls, WhatsApp, email, and other communication channels.
• Provide professional assistance to customers regarding product operation, maintenance, troubleshooting, and warranty coverage.
• Maintain regular communication with customers and provide updates on service progress, expected completion dates, and pending issues.
• Ensure all customer concerns are handled professionally and resolved within the agreed service timelines.
• Maintain positive customer relationships and promote customer satisfaction and retention.

B. After-Sales Service Coordination

• Coordinate site visits, inspections, troubleshooting, repairs, replacements, and other required service activities.
• Liaise with installation technicians, electricians, smart home engineers, project teams, suppliers, and relevant departments to resolve technical issues.
• Schedule service appointments and ensure the availability of the required personnel, tools, spare parts, and materials.
• Follow up on pending service requests until completion and obtain customer confirmation once the issue has been resolved.
• Escalate complex technical problems, repeated complaints, and unresolved issues to the relevant manager.

C. Lighting and Smart Home Solutions

• Assist customers with basic troubleshooting of lighting fixtures, LED systems, drivers, dimmers, switches, and related accessories.
• Coordinate technical support for smart home systems, including lighting control, smart switches, sensors, control panels, automation systems, and related devices.
• Record reported product defects, installation issues, connectivity problems, configuration concerns, and system malfunctions.
• Coordinate with the technical team or authorised suppliers for advanced diagnostics, programming, repairs, and system reconfiguration.
• Ensure that any technical advice provided to customers is accurate and within the employee’s level of competence.

D. Warranty and Claims Management

• Review purchase documents, delivery records, installation details, and warranty terms when processing service requests.
• Verify whether reported issues fall within the applicable warranty coverage and coordinate approvals for repairs or replacements.
• Communicate with suppliers and manufacturers regarding defective products, replacement parts, repair requirements, and warranty claims.
• Maintain proper documentation of warranty claims, service reports, replaced items, and outstanding supplier responses.
• Ensure that no repair, replacement, or warranty commitment is authorised beyond the company’s approved procedures.

E. Documentation and Reporting

• Maintain an updated after-sales service register covering customer details, product information, complaints, service status, assigned personnel, and resolution dates.
• Prepare service reports following site visits, inspections, repairs, and technical interventions.
• Track open, pending, and completed service requests and follow up on overdue cases.
• Maintain records of spare parts, replacement items, warranty claims, customer feedback, and recurring product issues.
• Submit periodic after-sales service reports to management, highlighting service performance, unresolved cases, recurring complaints, and recommendations for improvement.

F. Internal Coordination

• Coordinate with Sales, Projects, Installation, Warehouse, Procurement, and Finance teams when resolving customer issues.
• Verify product availability and coordinate the collection, delivery, or replacement of required items.
• Inform the relevant Sales or Project team of customer complaints that may affect ongoing projects, future orders, or customer relationships.
• Provide feedback to the Sales and Technical teams regarding common product defects, installation concerns, and opportunities to improve service quality.

1. Key Performance Indicators (KPIs)

Performance will be evaluated based on the following indicators:

• Response Time: Timely acknowledgement and response to customer service requests.
• Resolution Time: Completion of service cases within the agreed timelines.
• Customer Satisfaction: Customer feedback and satisfaction following service completion.
• Service Request Closure Rate: Percentage of assigned cases resolved and closed within the reporting period.
• Follow-Up Compliance: Consistent follow-up on pending cases until resolution.
• Documentation Accuracy: Completeness and accuracy of service records, warranty claims, and service reports.
• Warranty Management: Proper processing and follow-up of warranty claims in accordance with company procedures.
• Complaint Recurrence: Reduction in repeated complaints through effective coordination and corrective action.
• Internal Coordination: Timely communication and coordination with relevant departments.
• Reporting Compliance: Submission of accurate service reports within management deadlines.

1. Qualifications and Requirements

• Diploma or bachelor’s degree in Electrical Engineering, Electronics, Building Services, Customer Service, or a related field is preferred.
• Previous experience in after-sales service, technical support, customer service, lighting, electrical products, or smart home systems is an advantage.
• Basic understanding of lighting products, electrical accessories, lighting controls, and smart home automation systems.
• Good communication, customer service, coordination, and problem-solving skills.
• Proficiency in Microsoft Office and the ability to maintain accurate service records using company systems.
• Ability to coordinate site visits and communicate effectively with technicians, suppliers, and customers.
• Good command of English; Arabic is an advantage.
• Ability to work under pressure, manage multiple service requests, and meet agreed deadlines.

1. Required Competencies

• Customer-focused approach and professional communication.
• Strong follow-up and coordination skills.
• Attention to detail and accurate documentation.
• Problem-solving and complaint-handling abilities.
• Accountability, patience, and a service-oriented attitude.
• Ability to prioritise urgent customer issues.
• Teamwork and effective communication across departments.

1. Authority and Limitations

• The employee may coordinate service appointments, communicate approved warranty terms, and arrange technical inspections within established procedures.
• Any repair, replacement, refund, compensation, additional cost, or commitment outside approved company policies must receive the appropriate management approval.
• The employee must not perform electrical work, modify wiring, or carry out technical interventions beyond their training, authorisation, and applicable safety requirements.

1. General Responsibilities

• Maintain confidentiality of customer information, pricing, technical documents, and company records.
• Comply with company policies, procedures, safety requirements, and reporting instructions.
• Represent DAL Studio professionally in all customer interactions and site visits.
• Perform other related duties assigned by management that are consistent with the position

Pay: KD300.000 - KD350.000 per month

Work Location: In person