Service Manager / Customer Service Manager – Chile

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

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. Data Analysis & Continuous Improvement

• Analyze service data and performance metrics to identify improvement opportunities
• Drive initiatives to enhance service efficiency, reduce costs, and improve overall service performance

Requirements

• 5+ years of experience in after-sales/service operations, preferably in consumer electronics or home appliances
• Proven experience in managing service networks and third-party vendors
• Strong understanding of customer service KPIs (e.g., TAT, CSAT, NPS)
• Experience in spare parts and warranty cost management
• Strong analytical and problem-solving skills
• Excellent communication skills in English and Spanish
• Ability to work in a fast-paced, cross-cultural environment

Why Join Us

• Opportunity to build and lead after-sales operations in a fast-growing market
• Work in a dynamic, international environment
• Make a direct impact on customer experience and business growth