Job Purpose:
The successful candidates' core function will be to assist with the customers' inquiries and concerns.
Duties: Answering incoming customer calls with care and understanding. Determining the proper diagnosis and generating the relevant work order on the ERP system. Allocate and dispatch a team member to address the work order. Provide immediate feedback to the customers based on expected resolution times. Populate all relevant information from technician job card onto system work order, cost and close all completed work orders within 24 hours. Accurate processing and filling of completed documentation. Escalate any unresolved or problematic customer queries immediately. Constant 2-way communication between yourself and your team members to ensure the status of all open work orders is up to date to provide the customer with feedback if necessary. Generating estimates for customer work requested withing 24 hours of request. Chasing customer for outstanding purchase order numbers for estimates given. Reserving parts on work orders. Weekly feedback on outstanding work orders and resolutions to finalize the work order. General administration duties. Qualifications and Level of Experience Required: Should have a minimum 2 years' call centre experience, either as operator or supervisor. Must have exceptional telephone etiquette. Must be computer literate (Microsoft Office Word, Excel, PowerPoint, the ability to learn different systems). Must be resilient, strong-willed, and customer results driven to ensure elevated levels of customer satisfaction. Must be organized to create a structure for yourself and your team. Must be familiar with the processes and procedures to ensure the correct sequence of events are followed. Must have the ability to work fast and accurate under pressure. Knowledge of Autoline or similar ERP system would be very advantageous. NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
All applications (complete CV) must be submitted no later than close of business on Friday, 10 November 2023.
Email: ******
Ref: GLTW 11/23/1018.
The Goscor Group is an equal opportunity and affirmative action employer and does not discriminate against persons because of age, race, religion, disability, gender, ethnic or national origin, or veteran status. Should you not hear from us within two weeks of the closing date, please consider your application unsuccessful.
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