Postúlate en Kit Empleo: kitempleo.cl/empleo/1d5c4q

Location: Santiago, Chile

About the Role

We are looking for an experienced Service Manager / Customer Service Manager to lead and optimize our service operations in Chile. This role will be responsible for building a competitive after-sales ecosystem, enhancing customer experience, and driving continuous improvement in service quality and cost efficiency.

Key Responsibilities

Service Network & Contact Center Management
- Build and manage a competitive after-sales service network, including authorized service partners and contact center operations
- Design, implement, and continuously optimize service policies and operational processes
- Ensure efficient execution and service delivery across all channels

Customer Experience Management
- Handle and close escalated customer complaints in a timely and professional manner
- Drive customer satisfaction (CSAT/NPS) and ensure service KPIs are achieved
- Establish mechanisms to continuously improve customer experience

Technical Support & Spare Parts Management




- Collaborate with internal and external stakeholders to manage technical support and spare parts supply
- Enable service partners, field engineers, and customer service teams with necessary tools and knowledge
- Improve repair efficiency and service quality

Budget & Cost Control
- Manage after-sales service budget and monitor warranty costs
- Optimize service processes and systems to improve cost efficiency
- Drive cost control initiatives without compromising service quality

Defective Product & Lifecycle Management
- Establish and optimize defective product handling processes, including approval, scrapping, and refurbishment/resale
- Ensure compliance and efficiency in product lifecycle management

Quality Improvement & Feedback Loop
- Build and optimize after-sales feedback mechanisms to improve data accuracy and insights
- Collaborate with HQ and product teams to drive product quality improvements
- Analyze service data and performance metrics to identify i

Postúlate en Kit Empleo: kitempleo.cl/empleo/1d5c4q

📌 Service Manager (Santiago)
🏢 Dreame Technology
📍 Santiago