Service Coordinator

SUMMARY:
Our client based at the V&A is looking for an experienced candidate to join their team for a three month contract position.

POSITION INFO:
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 IBT’s, 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

 

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