Scope : The Customer Service Representative is responsible to communicate to each client the progress and status of their product repair.
Maintain accurate tracking data using existing reporting tools, develop effective communication methods for each client using their preferred methods.
Maintain an electronic and centralized access database indicating progress on outstanding service work orders. Assign and maintain a service technician calendar by coordinating dates and times with clients.
Develop and maintain strong relationships with partner / vendors Technical Support groups. Support opportunities to obtain fee services.
Qualifications :
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods / tools
- Meet personal / customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
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