SUMMARY: Under general supervision, performs a wide variety of tasks involving the coordination of customer service inquiries and problems in a customer service environment in line with client contract deliverables. Reviews customer problem and initiates action for repair, replacement/return or field service; or refers highly unusual situation to higher authority for review and reconciliation. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manages telephone and email enquiries about breakdowns, products and services
Raising service requests as required, Siebel database
Raising parts orders where required, in Costpoint ERP system
Manages machine down incidents both with the customer and internal customers
Reviews open service requests and brings to a satisfactory closure within a timely manner, including checking engineers time and expenses and parts used
Ensure all relevant paperwork is correctly filed and uploaded
Coordinates repairs and technical support with field personnel and supervisors then schedule workload accordingly
Ensure the Siebel database is regularly updated
Manage the process for quotations and payment requests
Keep customers regularly informed of service request progress
Carry out Call Closure with customers
Report on progress and problems providing informative customer feedback
Maintain competency in the duties and responsibilities of associated customer service roles
Promotes products and services as appropriate.
Administrative aspects as necessary for successful execution of role
Carry out other tasks of reasonable nature as requested by Line Management
EDUCATION and/or EXPERIENCE:
Secondary school education/ GSCE Pass Level. With a broard background and experience in customer service environment, preferably in high technology manufacturing industry. Must be computer literate and be proficient knowledge of Microsoft Office applications.
OTHER SKILLS AND ABILITIES:
Must possess excellent administrative and organisational skills.
Good communication skills, particularly over the telephone with ability to exchange information and interface effectively with employees and/or customers clearly and concisely.
Must have ability to perform multiple activities simultaneously and execute effectively under strict time constraints.
Position requires a team player with professional maturity, proactive and a ‘can do’ attitude.