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After Sales Service Coordinator

Al Mana

Doha, Qatar

Ref: HP129-237

Job description / Role

Employment: Full Time

Objectives: The primary function of an After Sales Service Coordinator is to ensure customer satisfaction by resolving customer concerns. Working closely with the After Sales Service Supervisor the position requires good understanding of customer relationship and ensures that customer satisfaction rating is maintained at the highest standard consistently.

Main Responsibilities:
• Support Local Distribution Manager for achievement of KPI’s through motivating staff and operational effectiveness
• Well skilled in working with Axapta software for back office system for planning and handling deliveries, payments, customer relations and stocking
• Customer complaints are action within 48 hours and refunds are handled as per company policy. This will include follow up calls and corrective actions to address opportunities identified. Know the fabrics, textiles, woods and materials of furniture sold in the store
• Show urgency in addressing all customer complaints by listening to the problem and working towards finding a positive solution
• Conduct pre delivery and follow up calls after delivery has been completed to ensure customer satisfaction
• Demonstrate professionalism and empathetic service attitude in dealing with customer complaint
• Maintain an up to date knowledge of products, especially with regards to handling and care of the products, in addition to any special Features and Benefits (F.A.B’s).
• Help customers with any queries they may have surrounding the brand or products, style, size, and availability of items
• Ensure a fair balance of decisions is taken in consultation with the After Sales Service Supervisor
• Ensure the Team understands all policies, procedures and processes pertaining to After Sales Service and Delivery and Assembly
• Be knowledgeable of the local area to manage and monitor the effective scheduling of grouped deliveries based on geographical locality to maximize Delivery and Assembly productivity
• Maintain after-sales contact with customers to build relationships and drive repeat customers through advertising after sales service
• Schedule deliveries based on location and volume
• Resolve all customer queries in a positive manner. To maintain a healthy client base, guide all queries to relevant departments where required

Reporting to: Local Distribution Manager


Nature and length of previous experience: 2-3 years experienced working within a retail environment, previous leadership experience as Customer Service Representative, Sales Consultant or equivalent

University Qualifications: High School Diploma

Specialist Knowledge:
• Brand/Market awareness
• Communication (Verbal, Written)
• Computer Literacy (Axapta) and Microsoft excel
• Decision making and judgment
• Product knowledge
• Problem solving

Soft Skills and Personality traits:
• Accuracy
• Attention to detail
• Flexibility
• Independence
• Pro-activity
• Process Excellence
• Productivity
• Teamwork
• Time Management

Language Fluency: Arabic is essential for this role

About the Company

Al Mana is one of the largest and most diversified groups in the region, operating over 55 companies in 8 countries and employing over 3500 personnel. Industries that we operate in include automotive distribution and services, real estate and investments, retail and luxury fashion, F&B, engineering, technology, media and entertainment. The group covers most areas of retail including luxury goods, beauty, fashion, home interiors, watches and jewellery. Operating over 300 outlets, Al Mana represents some of the largest and most successful brands in the world.

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Co-Ordinator salaries in Qatar

Average monthly compensation
QAR 8,500

Breakdown available for industries, cities and years of experience