Job Description

About the position:

To ensure that the Customers expectations are exceeded on all jobs and that the Customer experience is exceptional, in light of the global brands the company offers into the market. Processes will need to be put in place, to ensure that turn-around times are minimized, as per business requirements, per individual brand accordingly. The companys brands are well known internationally, and as such, the after sales service department needs to ensure the customer journey is as efficient and effortless as possible. Client retention is key!

Responsibilities:

• Manage repair team of 6 individuals focusing on the following daily:

• Walk-ins
• E-mails & Service Inbox
• Manage job cards from start to finish
• Technician follow ups
• Customer support
• Tech statements
• Filing
• Storeroom management
• Spares orders/replenishment
• Courier management
• Quote management
• Open Order Management
• Manage stock holding of the repairs department
• Implement processes, to ensure that the companys turn-around time is minimized
• Deal with customer queries and escalations efficiently and effectively to ensure brand loyalty
• Work closely with Key Trade Partners to ensure customer repairs turnaround time in line with global best practice

• Degree or further studies preferable
• 5 - 10 years in Customer Services within retail, preferably for branded high-end products
• Exposure to high-technology products preferable
• Build a repairs strategy that ensures a seamless customer experience end to end
• After sales and repair processing experience
• Strong understanding and usage of computer systems to manage the process and track products in the system (SAP being used)
• Ability to manage customer complaints and queries
• Good problem solving
• Strong customer management
• Be able to deal with pressure
• Exceptional client service
• Demonstration of leadership of a team of people
• Ability to have uncomfortable conversations and seek satisfactory and positive outcomes

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