After Sales Officer

Strata Results Group; Biñan; On-site; PHP 279,000 - 390,600; Full time

Job summary

Strata Results Group is seeking a customer-focused After Sales Officer to manage after-sales operations, client relationships, and customer support activities. The role involves maintaining client satisfaction, conducting site visits, and preparing reports.

The ideal candidate will have a background in Public Relations, Business, or Marketing, with experience in customer relations and sales. Strong communication skills and proficiency in Microsoft Office are also required.

Qualifications

• Experience in sales, customer relations, after-sales support, or client coordination preferred.
• Experience with customer service and concern management activities is advantageous.

Responsibilities

• Maintain relationships with clients to ensure customer satisfaction.
• Monitor system performance and conduct site visits for installations.
• Prepare performance monitoring and incident reports.
• Coordinate with internal teams for efficient concern resolution.
• Support initiatives to improve after-sales service quality.

Skills

Communication skills

Negotiation skills

Customer service skills

Problem-solving skills

Microsoft Office proficiency

Education

Graduate of Public Relations, Business, Marketing, or related course

Job description

What We’re Looking For:

We are seeking a customer-focused and relationship-driven After Sales Officer to support after‑sales operations, client relationship management, and customer support activities for our client.

Key Responsibilities:

1. Client Relationship Management and Customer Support
   • Maintain good relationships with clients, installers, and stakeholders to ensure customer satisfaction.
   • Build and maintain strong client relationships through regular communication and after‑sales support.
   • Provide clients with contact details and assistance for queries, concerns, and after‑sales concerns.
   • Receive, manage, and respond to client calls, concerns, and inquiries in a timely and professional manner.
2. After Sales Coordination and Monitoring
   • Monitor system performance and ensure quality installation of completed projects.
   • Conduct site visits to completed installations to assess project condition and client satisfaction.
   • Handle after‑installation concerns, customer issues, and operational follow‑ups.
   • Coordinate with scheduling and maintain updated client portfolios and monitoring records.
3. Concern Handling and Escalation
   • Forward concerns regarding defective, malfunctioning, or non‑working equipment to the Technical Team and Monitoring Officer.
   • Report urgent equipment breakdown concerns to the Liaison Officer, Project Manager, or Management.
   • Endorse billing concerns and delayed payment concerns to the Accounts Payable Team.
   • Coordinate referral inquiries with the Sales Engineer.
   • Coordinate with the Operations Team regarding insurance and warranty‑related concerns.
   • Coordinate with the O&M Project Manager/COO regarding operations and maintenance concerns and queries.
4. Reporting and Documentation
   • Prepare and maintain performance monitoring reports, incident reports, and client updates.
   • Maintain accurate records of customer concerns, resolutions, and after‑sales activities.
   • Monitor and track client concerns and service performance for continuous improvement.
5. Coordination and Continuous Improvement
   • Coordinate with internal departments and operational teams to ensure efficient concern resolution and customer support.
   • Support initiatives that improve customer satisfaction, after‑sales service quality, and operational efficiency.
   • Undertake additional duties and responsibilities as assigned by the CEO, COO, and Project Director.

Qualifications:

Educational Background:

• Graduate of Public Relations, Business, Marketing, or any related course.

Experience Requirement:

• Experience in sales, customer relations, after‑sales support, or client coordination is preferred.
• Experience handling customer service, concern management, or operational coordination activities is an advantage.

Competency Skills Requirement:

• Possesses strong communication and negotiation skills.
• Goal‑oriented and capable of meeting targets.
• Strong interpersonal and customer service skills.
• Good problem‑solving and coordination abilities.
• Proficient in Microsoft Office applications.
• Able to prepare reports and maintain customer records accurately.
• Willing to conduct fieldwork and client visits when necessary.

Environmental Job Requirements & Working Condition:

The incumbent is expected to report onsite and may be required to conduct fieldwork and client visits depending on operational requirements.

The role requires physical and mental fitness to perform assigned responsibilities and may require overtime work depending on operational requirements.