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After Sales Operations Coordinator

International Permanent View Job Description
We are looking for an After Sales Operations Specialist who will be responsible for overseeing the day-to-day operations of an outsourced customer service and call center provider.The role focuses on ensuring high service quality, monitoring operational performance and KPIs, improving after-sales processes, and coordinating customer service and repair workflows.

Added 05/10/2026

  • International Company
  • Nowa Wieś Wrocławska

About Our Client

Our client is an international company operating in the consumer electronics and home appliances industry, offering a broad portfolio of products including TVs, home entertainment solutions and household appliances.

Job Description

  • Oversee day-to-day operations and performance of the outsourced call center across hotline, email and work order channels.
  • Monitor key service KPIs, including SLA, FCR, CSAT, AHT, answer rate and work order closure, and identify areas for improvement.
  • Develop and improve customer service processes, SOPs and the knowledge base covering repairs, warranty claims and complaints.
  • Conduct quality checks of calls and work orders, ensuring compliance with service standards and warranty policies.
  • Analyze recurring customer and product issues and provide Voice of Customer (VOC) insights to relevant After Sales teams.
  • Coordinate and deliver onboarding and refresher training for call center agents.
  • Cooperate with Technical Support, Spare Parts and external service providers to ensure smooth handling of repair cases.
  • Prepare regular operational reports and communicate performance, improvement actions and potential risks to the After Sales organization.



The Successful Applicant

  • Previous experience in Customer Service, After Sales, Service Operations, Call Center Operations, or a similar operational role.
  • Experience working with outsourced service providers, call centers, or external vendors would be a strong advantage.
  • Good understanding of customer service KPIs such as SLA, FCR, CSAT, AHT, answer rate, and abandonment rate.
  • Strong analytical skills and the ability to identify performance gaps and translate data into improvement initiatives.
  • Experience in developing or improving operational procedures, customer service standards, SOPs, or workflows.
  • Good knowledge of MS Excel and confidence in working with operational reports and data.
  • Strong communication, organizational, and stakeholder management skills.
  • Ability to effectively coordinate cooperation between internal teams and external partners.
  • Proactive, solution-oriented approach and ability to work independently.
  • Very good command of English, allowing effective communication in an international environment.
  • Previous experience within home appliances, consumer electronics, technical service, repair operations, or a similar environment would be an advantage.



What's on Offer

  • Opportunity to grow within an international organization and develop expertise in After Sales and Customer Service Operations.
  • Work in a dynamic, international environment with exposure to European markets.
  • Opportunity to take an active role in developing and improving After Sales processes and service standards.
  • Close cooperation with international teams and external business partners.
  • Stable position within a growing organization and a developing After Sales structure.



Contact
Maciej Antman
Quote job ref
JN-102026-7118505

Job summary

Sector
Customer Service
Sub Sector
Supply Chain
Industry
Technology & Telecoms
Where
International
Typ umowy
Permanent
Consultant name
Maciej Antman
Job Reference
JN-102026-7118505