Job Summary

The After Sales Coordinator is responsible for ensuring a seamless post-purchase customer experience by managing service requests, coordinating repairs, and supporting warranty processes. This role acts as a key liaison between customers, service teams, and internal departments to ensure timely and effective resolution of after-sales issues while maintaining high customer satisfaction.

Key Responsibilities

• Manage and coordinate after-sales service requests, including repairs, returns, and warranty claims
• Act as the primary point of contact for customers regarding post-purchase inquiries and complaints
• Coordinate with technicians, logistics teams, and external service partners to ensure timely service delivery
• Monitor and track service orders to ensure completion within agreed timelines
• Maintain accurate records of service activities in ERP/CRM systems
• Support warranty validation and claims processing in line with company policies
• Analyze service data and track KPIs to identify trends and areas for improvement
• Prepare regular reports on service performance and customer satisfaction
• Ensure adherence to service standards and continuously seek opportunities to improve processes
• Handle escalations professionally and work toward effective resolutions

Qualifications & Experience

• Bachelor’s degree in Business Administration, Customer Service Management, Supply Chain, or a related field
• Minimum 3–5 years of experience in after-sales service, customer support, or service coordination (preferably in retail, FMCG, or appliance industry)
• Experience working with luxury or premium brands

Skills & Competencies

• Strong understanding of customer service operations, warranty processes, and repair/service workflows
• Excellent communication skills (verbal and written) with the ability to handle customer inquiries and complaints professionally
• Proven ability to coordinate with multiple stakeholders, including customers, technicians, logistics teams, and service partners
• Strong organizational and time-management skills with keen attention to detail
• Proficiency in ERP/CRM systems and Microsoft Office applications (especially Excel and Outlook)
• Ability to analyze service data, track KPIs, and generate reports
• Strong problem-solving mindset with a focus on customer satisfaction and continuous improvement
• Ability to work under pressure and manage multiple tasks simultaneously
• Fluency in English; Arabic is an advantage