Aftersales Support Officer

About This Role

JOB PURPOSE

To support and coordinate Aftersales operations by ensuring efficient service workflow reports and accurate operational tracking by providing administrative support to the Line Manager. The role contributes to achieving business performance targets by monitoring/reporting (WIP), supporting (NPS) and (CSI) objectives and facilitating effective collaboration with internal departments to deliver a seamless and compliant customer experience.

Key Accountabilities:

• Administration: Coordinate daily Aftersales administrative and operational activities to ensure smooth service processes, Liaise with internal departments to facilitate documentation, approvals and operational requirements by monitoring the implementation of service internal standards.
• Incentive Management: Manage and report incentive and over time for employees under the department to finance before the monthly deadline. Coordinate with HR to report on performance objectives and new joiner assessments. Coordinate with HR to ensure all formalities are in place for new joining employees.
• NPS & Customer care: Perform the follow up calls in order to achieve the desired assigned target by Stellantis, ensure all reports and documentation is maintained and reported to the aftersales manger and the quality team.
• Work in Progress Monitoring & Reporting: Maintain and update shared WIP tracking files for open and closed service cases, monitor turnaround days & operational efficiency reports along with reporting the results to the line manager and provide accurate data to support departmental performance tracking.
• Team Support: Provides administration support to Western Motors employees and is posed with communicating at all levels.

Qualification:

• Diploma in Science related major, Business, Management or equivalent.

Experience:

• 4 – 6 years of minimum experience in operations role within a large diversified group.
• Experience within automotive industry