Job Description

1. JOB PURPOSE

Manage all Customer Services expectations, related calls and follow-ups, resolve Customer queries and use appropriate retention tools where required. Real-time SLA Management and achieve CSI targets.

2. Key performance areas

Customer Service

CSI

Query management

Customer Retention

Report and escalate Customer concerns in real-time

Machine uptime

Ensure technicians are sensitized to SLA job status

Ensure Technicians close jobs as per SLA

Reporting on Quality of workmanship and behaviors

Maintenance Administration and Planning

Updating and tracking maintenance and safety related job cycles.

Upkeep of System data relating to service and maintenance, planning and processing of job cards, breakdowns and service bulletins.

Ensure data integrity at all times

Procurement

Requisitions

Supplier communication

3. ORGANISATIONAL STRUCTURE

Operational

4. DECISION MAKING AUTHORITY

Field service resource allocation

5.

JOB DESCRIPTION

The Customer Service Agent is responsible for the following:

AREA / TYPE

Responsibilities

Customer Service

1. Contact customer following breakdown and obtain service rating

2. Effective and timeous query resolution of all Field Service queries

3. Apply retention tools such as ease of doing business, communication and notification throughout the breakdown process

4. Compliant to presale expectations

5. Report and escalate Customer concerns in real-time

Machine uptime

1. Ensure technicians are sensitized to SLA job status

2. Ensure Technicians close jobs as per SLA

3. Reporting on Quality of workmanship and behaviors

4. Investigate any breakdown exceeding the SLA

Maintenance Administration and Planning

1. Updating and tracking maintenance and safety related job cycles.

2. Upkeep of System data relating to service and maintenance, planning and processing of job cards, breakdowns and service bulletins.

3. Ensure data integrity at all times

Procurement

1. Following jobs completed by outsourced companies

2. Creating requisitions on the system and follow ups with supplier as required

3. Confirm requisition and order with supplier

General

1. To ensure that a professional image is always projected

2. To ensure that the quality of service that Eazi Access Rental provides and the satisfaction of its customers, are treated with the utmost importance at all times

3. To promote Eazi Access Rental and do everything possible to enhance its image

4. To ensure that all duties are carried out safely and in accordance with all company and legal requirements

5. To work in harmony with other employees in the Company

6. To ensure that confidentiality in all Eazi Access Rental matter is maintained

7. To produce other information as required and to carry out other duties either directly or indirectly as requested by your manager from time to time

8. Compliance to standard operation guidelines of Eazi Access Rental

6. SKILLS and QUALIFICATIONS REQUIRED

6.1 QUALIFICATIONS

Capacity

Level

Administration

1. Matric / Grade 12

2. Computer Literacy (MS Office with advanced excel skills)

3. Certification

a. Customer Services or Marketing related

b. Retention and Retention tools

c. Communications or related

d. Financials or related

6.2 INTERNAL COMPETENCIES

Competencies to achieve internal

Level

AX Basic Training

Do

Customer Satisfaction, Communication and Telephonic skills

Advanced

AX Procurement (User)

Do

Machine Familiarization

Do

AX Service and Maintenance

Advanced

Technical training and understanding of MEWP equipment

Do

6.3 WORK EXPERIENCE REQUIRED

Job

Functional experience

Years

Administration

Customer Services

3

Retention environment

2

Understand operational expenses

1

Exposed to a technical environment

1

Query and resolution management

3

SLA Management

3

Technology

Computer - Microsoft office

Previous procurement systems

Basic cellular and internet operations

3

Job Types: Full-time, Permanent

Work Location: In person

Application Deadline: 2025/01/29