After Sales Operations Coordinator

• International Company
• Nowa Wieś Wrocławska

O naszym kliencie

Our client is an international company operating in the consumer electronics and home appliances industry, offering a broad portfolio of products including TVs, home entertainment solutions and household appliances.

Opis stanowiska

• Oversee day-to-day operations and performance of the outsourced call center across hotline, email and work order channels.
• Monitor key service KPIs, including SLA, FCR, CSAT, AHT, answer rate and work order closure, and identify areas for improvement.
• Develop and improve customer service processes, SOPs and the knowledge base covering repairs, warranty claims and complaints.
• Conduct quality checks of calls and work orders, ensuring compliance with service standards and warranty policies.
• Analyze recurring customer and product issues and provide Voice of Customer (VOC) insights to relevant After Sales teams.
• Coordinate and deliver onboarding and refresher training for call center agents.
• Cooperate with Technical Support, Spare Parts and external service providers to ensure smooth handling of repair cases.
• Prepare regular operational reports and communicate performance, improvement actions and potential risks to the After Sales organization.

Profil kandydata

• Previous experience in Customer Service, After Sales, Service Operations, Call Center Operations, or a similar operational role.
• Experience working with outsourced service providers, call centers, or external vendors would be a strong advantage.
• Good understanding of customer service KPIs such as SLA, FCR, CSAT, AHT, answer rate, and abandonment rate.
• Strong analytical skills and the ability to identify performance gaps and translate data into improvement initiatives.
• Experience in developing or improving operational procedures, customer service standards, SOPs, or workflows.
• Good knowledge of MS Excel and confidence in working with operational reports and data.
• Strong communication, organizational, and stakeholder management skills.
• Ability to effectively coordinate cooperation between internal teams and external partners.
• Proactive, solution-oriented approach and ability to work independently.
• Very good command of English, allowing effective communication in an international environment.
• Previous experience within home appliances, consumer electronics, technical service, repair operations, or a similar environment would be an advantage.

Oferujemy

• Opportunity to grow within an international organization and develop expertise in After Sales and Customer Service Operations.
• Work in a dynamic, international environment with exposure to European markets.
• Opportunity to take an active role in developing and improving After Sales processes and service standards.
• Close cooperation with international teams and external business partners.
• Stable position within a growing organization and a developing After Sales structure.