Aftersales (service) specialist Central Asia and Caucasus

Due to the growth of Central Asia and Caucasus markets, De'Longhi group is opening an aftersales specialist position in our Almaty office. This position will supervise and improve the quality of the customer care function in Kazakhstan, Central Asia and Caucasus markets and cooperate closely with the HQ in Italy to ensure that corporate customer case standards are fulfilled.

Responsibilities:

Cooperation with service centers

• Selection of service providers, customer relationship management, service budget management
• Ensuring that service partners maintain a necessary level of technical competence through sharing of the relevant technical documentation, regular product knowledge checks, organization of product trainings.
• Management of cases of defects, replacements, non-repairability including involving of third party expertise, management of customer complaints including legal proceedings.
• Regular audits of service centers to ensure the quality of service, discussion of issues, optimization of the process;
• Interaction with the HQ of the company to ensure the existing standard in customer care are respected and ensuring those stardards are implemented by the service providers;
• Interaction with the production on EWR queries;
• Management of supply of spare parts

Integration with customers (retailers and distributors)

• Management and inventory and control of documentation on non-repairability, non guarantee questons of the products from consumers ;
• Management internal document flow between Delonghi and customers and providing the documentation to the accounting department including claims and compensations.
• Management of incomplete sets of products and spare parts and accessories including internal documentation, order managements and payments.
• Participation in negotiations with the customers in the part related to the quality and distribution of the service maintenance on the territory.

Consumer support

• Personal consulting of the end consumers on technical application of the products and repairs (specific queries forwarded from the "hot line") by phone and e-mail and visits to the office;
• Maintenance of the service instructions and sharing with consumers
• Management of specific non-guarantee queries form the end consumers;
• Internal consulting of other company departments on the service and techncial questions.
• Repair of demonstration equipment

Terms and conditions:

• Salary and bonus according to company guidelines
• Labour agreement and full time employment
• Lunch compensation
• Medical insurance and LTD insurance
• Professional trainings sponsored by the company