● Operate as the lead point of contact for any and all issues, concerns and matters raised internally and externally that are specific to customers.
● Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve enquires.
● Perform troubleshoot on all customer service issues and schedule all field service calls as required.
● Plan technicians’ daily, weekly and/or monthly routines through business operating platforms.
● Maintain technician zones in accordance with set business KPI’s.
● Allocate after hours work schedules for technicians when approved by management
● Schedule all customer appointments according to standard operating procedures and document all customer transactions and ensure the Service team has the required paperwork.
● Keep accurate metrics on the performance of planning and scheduling functions and provide timely reports based on company standards.
● Positively communicating information to clients on their existing services and any additional services provided by the company.
● Posting of service visits and inputting information into the data management system to maintain accuracy of records in the database
● Communicate with the Service Technicians to keep them informed and attend to any outstanding issues relating to telephone queries, jobs, new contracts, terminations and accounts in jeopardy.
● Update customer contact records to maintain current data. Document into customer database (iCABS) by entering information relating to all customer interactions.
● Use all available reports and internal relationships to develop solutions that address the customer needs.
● Perform troubleshoot on all customer service issues and schedule all field service calls as required.
● Generate and critically analyse reports from the data management system to identify performance gaps and applying the required corrective actions without supervision
● Review, assess and check service delivery outcomes on a daily basis through internal operational systems, and through customer and Technician engagement.
● Administer and prioritize all customer tasks and ensure achievement of all deadlines within required timeframes.
● Communicate with client should there be any delay in arriving and perform follow-up calls for client feedback
● Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services.
● Analyze data on the best practice review process that will help business units assess their current performance and develop improvement plans.
● Receive communications and alerts from Technicians on service delivery concerns and action in accordance with customer service business standards.
● Communicate effectively with the business staff on any customer related issues that require attention and come to a resolution.
● Adhere to the company internal scheduling database system/applications (iCABS) standard operating procedures for service delivery management
● Ensure quality of practice meets contractual requirements, legal obligations and company policy and procedures.
● Sales Leads - Identify and evaluate new business opportunities through the identification and attraction of new customers to extend and develop the company’s profit base.
Requirements
QUALIFICATIONS AND EXPERIENCE
