Vacancy

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• Managed warranty claims and returns for a product portfolio, including coordinating with vendor to expedite replacements or repairs.

• Provided customer support via phone, email, and web chat regarding warranties and other technical issues related to their units in the warranty centre.

• Tracked warranty data using spreadsheets and assisted with preparation of quarterly reports on warranty activity by vendor/product line.

• Assisted with development of new processes that improved efficiency within the department as well as cross-functional collaboration between departments (e.g., Finance).

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• Open and review Service Desk Calls; ensuring the customer provides an appropriate level of information.

• Allocate Service Desk Calls to appropriate queue/consultant.

• Ensure that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively.  

• Proactively communicate with the business in order to provide updates on outstanding incidents and projects.

• Assist in the investigation and resolution of issues relating to applications in order to assist the team in providing a high level of customer service.

• Build and maintain strong working relationships with key business users, colleagues and support bodies in order to provide a professional customer service approach

• Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit

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• IT related qualification required.

• Knowledge of Computer and printer hardware will be an added advantage.

• Administration will be required.

• Ability to stay helpful, polite, and confident, and have the resources to resolve customer issues.

• Comfortable working with other members of the sales team to support their process and goals.

• Ability to manage inventory, adhere to a schedule, and gather updates from the production team.

• Experience with customer relationship management (CRM) software to build and maintain client and customer databases will be an advantage.

• Excellent knowledge of customer service and sales standards.

• Ability to multitask, prioritize, organize, meet deadlines, be dependable, and stay flexible.

 

 

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