Aftersales Specialist - Customer support

Jaify is a global smart home brand founded in China and headquartered in Hangzhou, China. We have more than ten years of experience in the camera industry, spanning more than 80 countries; our company is the world's largest video OEM manufacturer. Now, we are landing in Indonesia and looking for teammates. Welcome to join us!

Job Description:

We are looking for a dedicated Aftersales Specialist to provide exceptional customer support and ensure a smooth post-sales experience for our CCTV service clients. This role focuses on handling customer inquiries, resolving service issues, coordinating maintenance requests, and ensuring customer satisfaction with our CCTV solutions. Additionally, the Aftersales Specialist will be responsible for collecting customer feedback and conducting evaluations or analyses to improve service quality and customer experience.

Tasks & Responsibilities:

1. Act as the main point of contact for customers after the sales process, ensuring a seamless transition to aftersales support.
2. Address customer inquiries, concerns, and service requests related to CCTV installations, maintenance, and troubleshooting.
3. Coordinate with technical teams to schedule maintenance, repairs, and service visits.
4. Handle customer complaints professionally, working to resolve issues quickly and effectively.
5. Maintain customer records, service history, and feedback in the CRM system.
6. Provide guidance to customers on the proper use and features of CCTV services.
7. Collect customer feedback and conduct evaluations or analyses to enhance service quality.
8. Collaborate with sales and technical teams to improve customer satisfaction and retention.
9. Stay updated on company products and services to provide accurate information to customers.

Qualifications & Experience:

1. Bachelor's degree in Communications, Customer Service, or a related field (preferred but not mandatory).
2. Experience in aftersales, customer service, or technical support, preferably in CCTV, security, or service-based industries.
3. Strong problem-solving, communication, and customer service skills.
4. Ability to handle customer concerns with professionalism and empathy.
5. Basic knowledge of CCTV systems and security services is an advantage.
6. Experience with CRM tools and customer service platforms is a plus.
7. Ability to work collaboratively with internal teams to enhance customer experience.
8. Ability to communicate in English as daily conversation is a must.