After-Sales Service Manager - Casablanca
Company sector : Furnishing / Decorating
COMPANY :
KITEA Group a leading player in the furniture and decoration sector in Morocco for over 30 years, we operate throughout Morocco through the largest network of own stores. Our dedication to quality, innovation, and customer service excellence is constant. Our products, combining avant-garde design, proven durability, and competitive pricing, are designed to meet all preferences and needs. At KITEA, we are attentive to changes, we anticipate and constantly adapt to the needs of our various markets. By combining our iconic brands KITEA and KITEA KITCHEN with our international exclusive partnerships ROCHE BOBOIS, ASHLEY HomeStore, and CASA Shop, our ambitions are clear. Through the strength of our brands, we are expanding beyond our borders and aim to become the No. 1 reference player on the African continent.
Our recent achievements:
In November 2023, we unveiled our new state-of-the-art store covering over 10,000 m² in our Viva Park center in Casablanca, with an investment of over 270 million dirhams. In April 2023, it was the turn of KITEA Géant Agadir to open its doors in our shopping center, spread over more than 42,000 m² of commercial space. The new generation of KITEA Géant? Nothing less than the largest furniture stores in Morocco. With a multitude of stores already to our credit, we plan to unveil more openings in 2024 in Casablanca, Kénitra, Laayoune, and Tétouan. We have also expanded our international presence with an establishment in Kenya in 2022 and Ghana in 2023. We also have the largest logistics center in Morocco to support our growth and, in the same vein, our headquarters has doubled in size (from 1,000 m² to 2,000 m²).
The talents we are looking for:
We are expanding our family by recruiting talents who share our values: Passion, Leadership, Innovation, Integrity, and Transparency. If you identify with these values and have boundless ambitions, join us. We are looking for profiles for our Purchasing, Marketing, and E-Commerce teams, as well as for all our support functions and of course in our stores, at all levels of experience.
Why join us:
We are not just a company, we are a certified "Best Place to Work" organization. Well-being at work is at the heart of our priorities, and we are committed to maintaining our high standards. We value your skills, experience, and mindset. Our culture is based on diversity, inclusion, open communication, and transparency. At KITEA, we invest in our employees and offer a supportive environment to develop your ideas, in a spirit of trust, respect, and teamwork. Our goal: to attract and retain the best talent.
Company culture :
Kitea is characterized by a corporate culture centered on collaboration, where teamwork, trust and strong human relationships play an essential role. The company promotes close leadership that supports employee engagement, accountability and development. This collaborative foundation is strengthened by an openness to innovation, encouraging agility, creativity and adaptation to market changes. It also relies on a structured organization and a performance-oriented mindset, ensuring efficiency, reliability and a focus on results.
Job :
At the heart of the dynamic furniture and decoration sector in Casablanca, this After-Sales Service Manager opportunity allows you to become the key contact for customers. The main mission is to ensure the operational excellence of after-sales services by ensuring the smooth resolution of each request.
The central objective is to transform every interaction with the after-sales service into a positive experience to strengthen customer loyalty. It is about maintaining a high level of satisfaction while optimizing internal management processes to increase the overall efficiency of technical and logistical interventions.
Daily management involves complete oversight of the complaint lifecycle, from initial analysis to final resolution. Responsibilities include:
- Supervise, support, and develop the after-sales team
- Receive, analyze, and process customer complaints
- Organize and monitor maintenance and repair interventions
- Ensure compliance with deadlines and quality of after-sales services
- Identify recurring issues and propose improvement actions
- Collaborate with different departments to resolve customer issues
- Provide technical support to customers and internal teams
- Prepare regular reports and track service performance indicators
Required profile :
You hold a Bachelor's degree (Bac+3) to Master's degree (Bac+5) in Management, Business, or a technical field and have at least 3 years of successful experience in a similar role.
The ideal candidate:
Has strong team management skills
Possesses excellent customer service skills
Masters complaint management and dispute resolution
Demonstrates organization, analytical skills, and reactivity
Is capable of managing priorities and complex situations
Has good interpersonal skills and excellent communication
Is results-oriented and focused on customer satisfaction
Find out if this job is right for you
Take the free ReKrute personality test and instantly get your compatibility score with this job and with the culture of more than 150 companies on the market.
