Design solutions to drive safe living and quality of life
The job of the Service Customer CareRepresentative is to deliver customer satisfaction through handling customerqueries / complaints related to Repair activities through the mechanisms ofmainly email & phone calls.
Supportingthe Customer Service area of the business by :
Take full and complete ownership for all Customer Service Support to provideand maintain customer satisfaction.
Issuing RMA’s for product failure following the company’s guidelines forwarranty / non-warranty repairs
Work as a team on a call center, group email box and online portal to issueRMAs as accurately and expeditiously as possible*Determine when appropriate to escalate customer concerns to management.
Assist customers and sales representativeswith any request / inquiry or complaint through the system to resolution
Administrate / Expeditenotifications, orders, monitor through to completion.
Keep Supervisor / Senior / Coach and District / Regional Service Managers apprised ofpotential problems.
Function as backup for other CSR’s when required.
Pass on sales opportunities to field.
System search for customer application when part number is not known.
Work closely with depots / repair centers and other departments to ensurerepairs and orders are processed in a timely manner.
Attend additional department training asrequired by the Supervisor and / or Business Analyst
Chronologicalcase management of SalesForce;
Correct management of escalations;
Resolving tickets in the agreed time
Managing weekly / monthly tasks
Performing day-to-day (individual or team) activities aswell as annual projects at a defined level of performance
BAdegree or equivalent experience
Basic PC operating skills;
Basic Knowledge of operating in MicrosoftOffice
An attention to detail
A bias for action
An ability to work in a team
A commitment to discovering ways to improve service
An ability to work with limited direction