Key Output
- Resolve customer queries received at the Customer Support Hub.
- Accurately capture/record queries on case management tool with clear resolution and time-lines for future reference and learning.
- Assist with the opening of new customer accounts in agreement with the KPI.
- Assist customers with finance-related queries.
- Proactively identify additional challenges experienced by customers and inform respective departments of potential challenges and aim to resolve.
- Use existing product programmes to proactively offer added value and solutions to customers.
- Advise customers on immediate equipment repair needs based on system triggers.
- Help customers with warranty-related queries.
- Coordinate with other departments or LOBs to support customers’ needs.
- Manage customer information case management tool.
- Update customer master data.
- Assist maintenance scheduling and coordination within the SLA timelines.
Qualification, Experience and Competencies
- Trade test qualified in relevant trade (e.g., Diesel Mechanic/Earthmoving Equipment Mechanic) post-apprenticeship or learnership experience.
- Minimum 5 years frontline experience in Parts or Service.
- SAP and CRM exposure.
- Technical knowledge/experience of Caterpillar products.
- Salesforce experience is an advantage.
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