Job Description

Salary: Market related
Location: Boksburg
Job type: Permanent
Industry: Office Automation
Reference: CWR.UO.JSC.02022026
COMPANY DESCRIPTION:
Our client is within the Office Automation industry and based in Boksburg. They are looking for a Junior Copier Technician to join their Service Department as soon as possible.
JOB DESCRIPTION / PURPOSE:
As a Service Coordinator, you will be responsible for overseeing and managing the delivery of services to clients or customers. Your primary objective will be to ensure efficient coordination between various teams, including service providers, technicians, and clients, to guarantee timely and high-quality service delivery. You will serve as clients' main point of contact, addressing their inquiries, scheduling service appointments, and ensuring their satisfaction throughout the service process. You are responsible for providing resources to complete the services as part of your role. This includes booking in or out stock, picking stock and providing stock to courier services.
MAIN DUTIES & RESPONSIBILITIES:

• Deal directly with customers either by telephone, electronically or face-to-face.
• Respond promptly to customer inquiries.
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Provide pricing and delivery information.
• Perform customer verifications.
• Set up new customer accounts.
• Process orders, forms, applications and requests.
• Organise workflow to meet customer timeframes.
• Direct requests and unresolved issues to the designated resource.
• Manage customers' accounts.
• Keep records of customer interactions and transactions.
• Record details of inquiries, comments and complaints.
• Record details of actions taken.
• Prepare and distribute customer activity reports.
• Maintain customer databases.
• Manage administration.
• Communicate and coordinate with internal departments.
• Follow up on customer interactions.
• Provide feedback on the efficiency of the customer service process.
• Logging of all customer service calls.
• Assign calls to technicians.
• Closing current machines when machines are upgraded or replaced.
• Amending the whiteboard with data on all installations.
• Booking out stock - Opening & closing sales orders. Sales orders must be closed in a maximum of 3 days. All sales orders must have current updated notes if not closed.
• Give feedback to all clients on the expected stock.
• Prepare quotations for clients.
• Handling of all new deals done by the sales team.
• Loading clients' details and maintaining records.
• Follow up on all closed support calls to ensure the client is pleased with the service received.
• Scanning of all service and customer-related documentation.
• Assist clients in far areas (E.g. Cape Town) - Logging of calls on behalf of clients at dealers in the far areas
• Filing of service or client-related documentation appropriately.
• You will coordinate teams such as Solar, Voice (IT) and Copiers, but you are not limited to only these services as the company aspires to consistent growth and
• Request quotations from suppliers to assist in providing pricing to the Sales Representatives.

Clerical Tasks

• The job of a customer service coordinator may also involve clerical responsibilities. Such duties may involve answering telephone calls and making the appropriate transfers.
• For example, when a customer makes an inquiry about purchasing a new Copier machine, you would transfer the call to the Sales department.

Handling Problems

• Customer inquiries often involve some form of complaint that the customer service coordinator must handle in accordance with the companys guidelines and policies.
• Sometimes, the service coordinators may attempt to solve the problems or at least propose some solutions.
• Some service coordinators may also be authorised to send customers their replacement products or reverse erroneous fees.
• Others may function like gatekeepers, getting information on the problem and passing it along to someone else to solve.
• Customer service coordinators must ensure that the complaints made are valid and do whatever they can within the borders of their authority to ensure the customer is satisfied when they end the call.

EDUCATIONAL REQUIREMENTS:

• Grade 12
• A Bachelor's Degree or short course completion would be preferred

EXPERIENCE AND SKILLS REQUIRED:

• Knowledge of customer service principles and practices and some understanding of stores
• Knowledge of relevant computer applications (Word, Excel, PowerPoint)
• Ability to type efficiently and effectively
• Knowledge of administrative procedures
• Numeric, oral and written language applications
• Call Centre or Customer service work experience or some form of store administration
• Qualifications in Pastel or Sage or proof of experience on some accounting program

POPIA NOTICE
By submitting your CV, you acknowledge and agree that: * We may retain your personal information in our database for future employment opportunities and matching purposes.

• We may contact you should a suitable position become available.
• The information you have provided is true, correct, and up to date.

We endeavour to respond to all applications. However, if you do not hear from us within 14 days, please consider your application unsuccessful.

Skills Required