Akkar is supporting a leading e-mobility company to recruit their Head of Aftersales in Barcelona. If you have suitable experience in the automotive sector with team leadership experience, feel free to get in touch to find out more.Key Responsibilities :Team Leadership : Manage, coach, and mentor support agents, ensuring they have the necessary skills and resources to provide excellent customer service.Aftersales Strategy : Define and execute aftersales strategy, processes and KPIs. Own warranty, parts supply and technical support operations to minimize downtime and costService Operations : Oversee the day-to-day operations of the support department, including managing ticket queues, prioritizing issues, and ensuring timely resolution.Customer Satisfaction : Monitor customer feedback, analyze data, and implement strategies to improve customer satisfaction and loyalty.Strategic Planning : Develop and implement service improvement plans, align support initiatives with business objectives, and contribute to the overall customer experience strategy.Communication : Act as a liaison between the customer support team, other departments, and management, ensuring effective communication and collaboration.Performance Management : Evaluate team performance, conduct regular reviews, and provide feedback to help agents improve their skills and performance.Problem Solving : Resolve escalated issues, identify systemic problems, and implement solutions to prevent future issues.Process Improvement : Continuously review and improve support processes to enhance efficiency and effectiveness.Skills and Qualifications :Leadership and Management : Strong leadership, coaching, and mentoring skills are essential for motivating and guiding a support team.Communication : Excellent verbal and written communication skills are necessary for interacting with customers, team members, and other stakeholders.Problem-Solving : The ability to identify, analyze, and resolve complex customer issues is crucial.Technical Skills : Knowledge of customer relationship management (CRM) systems, ticketing software, and other support tools is often required.Customer Service : A strong understanding of customer service principles and best practices is necessary for providing exceptional support.Business Acumen : Understanding of business operations, industry trends, and customer needs is helpful for making strategic decisions.#J-18808-Ljbffr