After-Sales & Service Operations Leader

Prime Power Energie System Inc.; Metro Manila; On-site; PHP 320,000 - 520,000; Full time

Job summary

Prime Power Energie System Inc. in the Philippines seeks a seasoned Customer Service & Support leader to oversee inquiries, complaints and technical assistance, ensuring timely resolutions and sustained customer satisfaction.

You will drive process and quality improvements, manage service operations including warranty and returns, monitor KPIs such as CSAT and NPS, and align with logistics and product teams to optimize after-sales performance and customer retention.

Responsibilities

• Oversee all customer service activities, including inquiries, complaints, and technical support.
• Ensure timely resolution of customer issues to maximize satisfaction and retention.
• Develop and implement customer service policies, procedures, and service standards.
• Identify and implement opportunities to improve efficiency and streamline after-sales processes.
• Ensure compliance with company policies, industry standards, and safety regulations.
• Oversee warranty management, service requests, repairs, returns, and replacements.
• Coordinate with logistics, technical teams, and product management to ensure smooth operations.
• Monitor service levels and improve turnaround times for after-sales processes.
• Track KPIs such as service turnaround time, customer satisfaction (CSAT), NPS, and repeat service rates.
• Analyze service performance data and prepare regular reports for management.
• Identify trends and recommend improvements to after-sales strategies.
• Build strong, long-term relationships with customers and key accounts.
• Gather customer feedback and translate insights into actionable improvements.
• Support sales teams with customer retention and upselling opportunities.

Job description

Prime Power Energie System Inc. in the Philippines seeks a seasoned Customer Service & Support leader to oversee inquiries, complaints and technical assistance, ensuring timely resolutions and sustained customer satisfaction.

You will drive process and quality improvements, manage service operations including warranty and returns, monitor KPIs such as CSAT and NPS, and align with logistics and product teams to optimize after-sales performance and customer retention.