Customer Support Hub Specialist Global Grade11

Key Output

Resolve customer queries received at the Customer Support Hub.
Accurately capture/record queries on case management tool with clear resolution and time-lines for future reference and learning.
Assist with the opening of new customer accounts in agreement with the KPI.
Assist customers with finance-related queries.
Proactively identify additional challenges experienced by customers and inform respective departments of potential challenges and aim to resolve.
Use existing product programmes to proactively offer added value and solutions to customers.
Advise customers on immediate equipment repair needs based on system triggers.
Help customers with warranty-related queries.
Coordinate with other departments or LOBs to support customers' needs.
Manage customer information case management tool.
Update customer master data.
Assist maintenance scheduling and coordination within the SLA timelines.

Qualification, Experience and Competencies

Trade test qualified in relevant trade (e.g., Diesel Mechanic/Earthmoving Equipment Mechanic) post-apprenticeship or learnership experience.
Minimum 5 years frontline experience in Parts or Service.
SAP and CRM exposure.
Technical knowledge/experience of Caterpillar products.
Salesforce experience is an advantage.


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