Duties:
- Ensure customer satisfaction by correctly addressing customer escalations and accurate remedy of faulty products.
- Assist walk in customers with Service and Spares queries.
- Invoice spare parts and manage local fast moving spare parts holding.
- Daily, monitor open tickets with daily reports and close long outstanding tickets.
- Monitor open ticket report daily for ticket resolution and follow up with a courtesy call to customers.
- Use daily reports to manage other ticket statuses and run own reports if needed.
- Aim to achieve divisional KPIs: o Ensure tickets are in Confirmed status within 48 hrs
- Ensure tickets are completed within 7 days,
- Change status to "Closed confirm" within 2 days of ticket completion - Work with Spares team to follow up on open calls requiring spare parts and provide resolutions to service agents and customers.
- Approve and process product exchanges and service trade-ins and follow-up on exchange process and delivery.
- Manage small appliance exchange stock holding for walk in customers.
- Verify loan and consignment account monthly.
- Assisting other staff members when required to.
- Perform miscellaneous duties as assigned relating to office admin and operations.
- Continuously look for methods to improve service business performance and enhance the customer experience.
- Work as a dedicated team member to ensure fast, flexible, and expert service to every customer.
- Provide knowledgeable and courteous repair service and user advice.
- Assist to complete required administration in the service process from logging to completion of tickets with service coordinators.
- Timeously execution of IBTs, exchanges, returns
Requirements: - Grade 12 Matric / NQF L4
- Good understanding of Microsoft Office products
- Good understanding of SAP and SSC processes
- Skill up on and familiarise oneself with technical and product knowledge.
- Minimum 3 years experience in similar role
- Financial acumen and attention to detail
- Excellent interpersonal and communication skills
- Committed to meeting deadlines
- Ability to work under pressure
- Effective time management
- Escalate issues when necessary and provide support to the wider service team
- Maintain a positive attitude and drive
- Promote harmony and teamwork
Should you not receive a response within 10 working days, please consider your application as unsuccessful
