Description

Roles and Responsibilities

In the field of customer service, it is essential to be a ‘people person’ as you will spend your day trying to ensure your Zipcord’s customers are happy with the products they purchase and the level of customer service they receive.

This role is the link between the client and the Service Engineering department, as well as with all internal departments.

You will be speaking to people by phone, face-to-face or a site visit will be required from time to time. 

If you enjoy helping people and relish the chance to test out your interpersonal skills, read on to see if a career in customer service is right for you.

Service Advisor Job Description:

Key Performance Area’s – Day to day:

Administrative
  • Quotes to clients
  • CRM Salesforce updates
  • Monday.com updates
  • SLA, Call-out reports submit
  • Invoicing
  • Auditing of SLA & Callout reports
  • Track maintenance or repair status, fill out reports on labor and cost of all services
  • Perform customer service duties, i.e. answering the phone, scheduling service appointments, and calling customers to inform them when service is booked.
Team Coordination:
  • Direct report and daily communication to Service manager
  • Daily communication to service technician 
  • callout or service arrangements between team and client
  • Ascertain reason for customer site visit/call-out through verbal interview of machinery that is faulty
Customer Liaison:
  • Conduct surveys with clients on completed work 
  • Make follow up contact to determine well-being of clients
  • Offering assistance to customers to ensure they find the right product/service.
  • Explain all service options to customers including time and cost estimates
  • Explain all service options to customers including time and cost estimates
  • Collect in-depth information on original equipment manufacturer (OEM) part numbers & information for a quotation
  • Advise customers on warranty protections and other potential cost-saving service options

Technical skills

  • Basic Technical knowledge will be an advantage, but experience will be built up during daily interactions and be part of site work and installations at clients as required.
  • Investigating and solving customer problems; some are rather easy, but you will occasionally face a complicated issue, where another call-out can be arranged through the Service Manager to allocate a service technician. 

Process Improvement

  • A constant improvement will be encouraged and insigts will be appreciated to contact work, better and more effectively.
  • A mindset of “Whatever it takes” to get tasks done.

Minimum Requirements and experience

  • 3 -5 years Technical sales experience in industrial engineering field (Automotive and Rail sector would be advantage)
  • Tertiary education – diploma/certificate/degree will have an advantage but not compulsory
  • Driver’s license

Employment Type

Permanent 

Reporting to:

Service Manager

How To Apply

Please use the “Apply” button on your screen or click here.

clarissa@zipcord.co.za / 012 653 8100

Location