Description

• Serve as primary point of contact for customers regarding service requests, repairs and warranty claims.
• Engage with high value and strategic customers for example NPS ambassadors
• Provide professional and courteous assistance via phone, email, and in-person interactions.
• Ensure clear communication with customers on service timelines, costs, and repair progress.
• Handle customer complaints and escalate complex issues to management when necessary.
• Take ownership and manage customers’ expectations.
• Process payments
• Process customer service requests, log repair jobs, and track service progress in the system.
• Work closely with technicians to prioritize urgent repairs and ensure timely service delivery.
• Maintain accurate records of service transactions, customer feedback, and warranty claims.
• Generate and send service quotations, invoices, and payment confirmations.
• Conduct follow-ups with customers to gather feedback and ensure satisfaction post-service.
• Ensure adherence to service center policies and procedures to maintain quality standards.
• Act as a bridge between customers and technical teams, ensuring accurate information flow.

Minimum Requirements

• Grade 12 certificate or equivalent
• Customer Care Certificate/Diploma will be advantageous
• 2+ years’ experience in customer service, preferably in a technical or service center environment.
• Knowledge of Dynamics 365 will be advantageous
• Proficiency in Microsoft Office Suite e.g. Word, Excel
• Photography background or interest would be beneficial, but not necessary
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced environment and handle multiple tasks.
• Strong attention to detail and organizational skills.