Job Overview

Responsible for ensuring a seamless, high-quality experience for customers after the sale is completed, focusing on both service delivery and ongoing customer support. This role involves managing the logistics of product or service delivery, addressing post-sales customer inquiries, and ensuring long-term customer satisfaction and loyalty. The individual will work with Technology, Business Development, Account Managers and customers to ensure that the post-sales experience is smooth, engaging, and exceeds expectations whilst collecting data that analyses future customer and or industry requirements.

Role & Responsibilities

Customer Experience Management

• Work with account managers & customers after the sale, ensuring they are satisfied with their purchase and the delivery process.
• Ensure that all customer inquiries or issues post-sale are handled promptly and effectively.
• Conduct post-delivery follow-ups to gather customer feedback, answer any questions, and resolve potential concerns.
• Conduct customer surveys, both generic & industry specific to determine customer satisfaction industry trends and future requirements.
• Manage customer onboarding after the sale to ensure they understand how to use the product or service effectively

Service Delivery

• Oversee and manage the service provisioning process to ensure products or services are delivered on time and meet customer expectations.
• Coordinate with internal teams (sales, technology and operations) to ensure all aspects of the delivery meet customer expectations.
• Resolve delivery issues quickly and keep customers updated on delivery statuses and any unforeseen changes.

After-Sales Support

• Provide ongoing customer support after the sale, working with account managers to answer any questions related to the product or service, and providing, directly or indirectly, troubleshooting assistance if needed.
• Offer guidance on service usage, to ensure customer satisfaction and prolong product lifespan.

Customer Relationship Management

• Build and maintain strong, long-term relationships with customers by staying engaged with them post-sale and ensuring their needs are continually met.
• Use customer feedback to produce customer insights and make recommendations for service improvements or product enhancements.
• Monitor customer satisfaction metrics and take proactive measures to address any areas of dissatisfaction

Customer Retention & Loyalty

• Develop and implement strategies to increase customer loyalty and encourage repeat business.
• Ensure that customers feel valued and engaged through personalised follow-ups.
• Analyse the end-to-end customer journey to identify and key points of friction or reasons behind customer loss or disengagement. Investigate and assess customer touchpoints, behaviour and feedback to uncover any shortcomings and drive improvements to enhance retention and satisfaction.

Problem Resolution & Continuous Improvement

• Identify and resolve issues or complaints related to service quality, service delivery, or post-sales support, ensuring complete customer satisfaction.
• Collaborate with internal teams to continuously improve service delivery processes based on customer feedback.
• Provide regular reports on post-sales customer feedback, common issues, and opportunities for improving customer experiences.

Qualifications & Requirements

• Strong customer service skills with the ability to handle post-sales inquiries and resolve issues effectively.
• Excellent communication and interpersonal skills to build rapport with customers and internal teams.
• Ability to manage time effectively and handle multiple customer requests simultaneously.
• Strong problem-solving skills and the ability to manage difficult or complex customer issues.
• Experience with CRM and service management tools for tracking customer interactions, feedback, and service history.
• High attention to detail, particularly in managing customer orders, deliveries, and post-sales interactions.
• Empathy and a customer-first mindset, ensuring all interactions lead to enhanced customer satisfaction.
• Minimum 2 years previous experience in customer service, service delivery, or post-sales support roles.
• Experience working in technology sector is an advantage.

How to apply

To apply, send your CV and cover letter to careers@gibtele.com