Family Mission

Ensuring the definition and implementation of the Casais Group's customer relationship management strategy in the different entities (company / region), namely with regard to contract management, after-sales customer management, as well as the management of processes and contractual documentation, in order to maximize efficiency, quality of service and the level of customer satisfaction, acting in accordance with the Group's ethics and Casais' values.

Job Responsibilities

1) Coordinate the After-Sales Team(s) (Internal/External) in order to guarantee the level of performance in the work carried out;  
2) Planning after-sales activities and defining the allocation of technical and human resources needed to carry out the work by channeling technical and commercial solutions and human capital;  
3) Monitor and supervise the execution of work to ensure compliance with agreed deadlines, analysis of costs, profits and existing deviations, in order to implement the necessary corrective and preventive actions;  
4) Monitor after-sales service activities in order to coordinate and align work with the construction team, management and subcontractors;  
5) Ensuring that a wide range of customers are well looked after and provided with quality service, with the aim of promoting their satisfaction and loyalty and selling extra-guarantee services;  
6) Collaborate with the Pathology Specialist in identifying pathologies and the respective correction proposals;  
7) Liaise with the Customer Care Technician to receive and screen incidents in order to record and enter critical data into the complaints platform;  
8) Ensure the completion of technical reports, the correct completion, closing and invoicing of Work Orders, by monitoring the interventions carried out by the Operational Teams;
8) Contributing to the preparation of the annual After-Sales Service budget. 

Job Requirements

• Professional Experience (in years): 3 to 5 years
• English - Advanced

Education

• Level 3, 4 or 5 - Technical/vocational course
• Construction Technical Course