Customer Liaison

SUMMARY:
Job Title:  Customer Liaison
Location:  Centurion
Industry : Retail, Wholesale, Electronic equipment and photographic equipment

Our client, in Distribution, is looking for a Customer Liaison to join their team in Centurion.

The Customer Liaison will be responsible for managing customer interactions, ensuring a seamless service experience, and maintaining high standards of customer satisfaction. This role involves handling inquiries, coordinating repairs and service requests, and liaising between customers, technicians, and the service centre team.

Duties & Responsibilities:

• Serve as primary point of contact for customers regarding service requests, repairs and warranty claims.
• Engage with high value and strategic customers for example NPS ambassadors
• Provide professional and courteous assistance via phone, email, and in-person interactions.
• Ensure clear communication with customers on service timelines, costs, and repair progress.
• Handle customer complaints and escalate complex issues to management when necessary.
• Take ownership and manage customers’ expectations.
• Process payments
• Process customer service requests, log repair jobs, and track service progress in the system.
• Work closely with technicians to prioritize urgent repairs and ensure timely service delivery.
• Maintain accurate records of service transactions, customer feedback, and warranty claims.
• Generate and send service quotations, invoices, and payment confirmations.
• Conduct follow-ups with customers to gather feedback and ensure satisfaction post-service.
• Ensure adherence to service center policies and procedures to maintain quality standards.
• Act as a bridge between customers and technical teams, ensuring accurate information flow.

POSITION INFO:
Required qualification and working knowledge:

• Grade 12
• Diploma or Certificate in Customer Care
• 2+ years of experience in customer service (preferably in ta technical or service centre environment)
• Knowledge in working with Dynamics 365 and MS Office Suite