After Care Coordinator

Job Title: After Care Coordinator

Company Overview:

Nordic Homeworx is a leading wood flooring company dedicated to delivering premium flooring solutions to both residential homeowners and commercial clients. Our commitment to quality, innovation, and exceptional customer service sets us apart in the industry. We are seeking a proactive and detail-oriented Customer Experience Coordinator to join our dynamic customer experience team and play a pivotal role in ensuring seamless customer communication and efficient sales operations.

Job Purpose Summary:

The Customer Experience Coordinator with Aftercare responsibilities is accountable for managing customer interactions, conducting surveys, resolving inquiries and complaints, and overseeing aftercare maintenance services. This role requires excellent communication skills, attention to detail, and the ability to provide knowledgeable support to customers throughout their journey with Nordic Homeworx.

Responsibilities:

- Conduct Customer Surveys: Reach out to customers via phone and email to conduct surveys on their experiences with our products and services. Gather feedback to identify areas for improvement and opportunities to enhance satisfaction levels.
- Provide High-End Experience: Assist clients in our showroom to provide a personalized and premium experience. Address inquiries, offer product guidance, and ensure a smooth decision-making process for customers.
- Record and Manage Customer Interactions: Record details of inquiries, complaints, and feedback within our internal database. Maintain accurate and up-to-date records of customer interactions to facilitate efficient follow-up and resolution.
- Handle Customer Inquiries: Utilize call handling technology to respond promptly to customer inquiries and concerns. Ensure that all customer interactions are handled professionally and resolved satisfactorily within established guidelines.
- Manage Aftercare Services: Sell and offer aftercare maintenance products to customers. Generate sales leads through various channels and provide friendly and knowledgeable service and support. Handle high-volume queries related to snags, repairs, and maintenance, coordinating with sales and operations teams simultaneously.
- Schedule and Coordinate Site Assessments: Set appointments with field teams to conduct site assessments for aftercare jobs. Oversee the repair and maintenance schedule, preparing proposals based on the site assessment findings.
- Inform Clients of Maintenance Works: Proactively inform existing clients of their maintenance works provided included in their flooring package by Nordic Homeworx, ensuring they are aware of the benefits available to them.
- Continuous Improvement: Collaborate with team members to identify opportunities for process improvement and contribute to enhancing the overall customer experience.

Qualifications / Key Skills Required:

- Bachelor's degree in Business Administration or a related field.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Previous experience as an After Care Coordinator, Project Coordinator, or Sales Coordinator.
- Strong organizational skills and attention to detail.
- Ability to work independently and collaboratively within a team.
- Proficiency in Microsoft Office Suite and CRM systems.
- Fluency in written and spoken English; additional language proficiency is a plus.
- Prior experience in customer service or a related role is preferred.

Job Type: Full-time

Pay: From AED5,500.00 per month

Education:

- Diploma (Required)

Experience:

- Admin or Coordinator: 1 year (Required)