Customer Support Manager

3 days ago

Karachi, Sindh, Pakistan Midea Pakistan Full time 900,000 - 1,200,000 per year

Company Description

Midea Group is a global leader in home appliances and air conditioning technologies. With over 30 years of professional experience, we distribute air conditioners in Pakistan through Green Leaves. Our product range includes residential and commercial air conditioning solutions, from splits and windows to portable ACs and dehumidifiers. Our annual production capacity exceeds 67 million sets, with manufacturing bases in China, Vietnam, India, Egypt, Brazil, and Argentina. We are committed to leveraging the latest technology and environmentally friendly solutions to offer high-quality, innovative appliances to our customers.

Key Responsibilities

1.
Customer Service Operations

  • Oversee day-to-day customer support operations (Complaint Management, service centers)
  • Develop and implement standard operating procedures (SOPs) for handling customer queries, complaints, and warranty claims
  • Ensure timely and efficient resolution of customer issues

2.
After-Sales Support

  • Monitor warranty and maintenance services.
  • Coordinate with technical teams to resolve recurring product issues.
  • Develop strategies to improve after-sales service quality

3.
Team Leadership & Training

  • Lead, train, and motivate customer support and service teams.
  • Build technical and soft skills capabilities of front-line service staff.
  • Set performance targets and monitor KPIs (e.g., response time, resolution rate, customer satisfaction score).

4.
Dealer & Service Network Management

  • Support dealers and service partners in addressing customer issues.
  • Conduct regular performance reviews of service centers and authorized dealers.
  • Ensure availability of spare parts and technical support at all service touchpoints.

5.
Customer Experience & Feedback

  • Gather customer feedback and identify improvement opportunities.
  • Implement customer satisfaction surveys, NPS (Net Promoter Score), and complaint analysis reports.
  • Work with marketing and product teams to integrate customer insights into product development.

6. Compliance & Reporting

  • Ensure compliance with company policies, brand standards, and regulatory requirements.
  • Prepare regular service performance reports for senior management.

  • Recommend process improvements based on analytics and industry best practices.

  • Qualifications & Skills

  • Education: Bachelor's degree in Business Administration, Engineering, or related field. Master's degree (MBA) preferred.
  • Experience: Minimum 3–5 years of experience in customer service/after-sales management (preferably in HVAC, consumer electronics, or appliances).
  • Knowledge of air conditioning systems and after-sales service operations.
  • Proven leadership, people management, and team development skills.
  • Excellent communication, problem-solving, and conflict resolution abilities.
  • Strong analytical and reporting skills.
  • Proficiency in CRM systems, customer service software, and MS Office Suite.

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