- Full Time
Gauteng
No. of Vacancy: 1
1-3
Job Description:
Service Consultants are mainly responsible for customer service and support. Responsibilities include answering/booking phone calls and consistently give feedback to customers regarding the company’s products and services.
Key Responsibilities (Spare Parts):
- Assist customers with all service-related queries
- Ordering of spares and follow up with suppliers and customers on a daily basis
- Assist customers with all sales
- Booking under guarantees service calls with suppliers and follow up
- Send Head Office outstanding under guarantee reports for feedback from suppliers (3 times a week)
- Ensure sales staff receive this report and ensure their comments are drafted
- Print the under guarantee report daily and do follow up with suppliers and ensure references are done according to the standard procedures
- Taking cash at the service and spares department
- Receiving stock and ensure all GRN’s are done on a daily basis
- Follow up on ETA’s daily
- Effectively deal with Service management to resolve issues
- Always assist the customer with the problem before booking a call
- Book out of warranty calls with the Service 114 department/relevant supplier
- Negotiate with suppliers when a new unit needs to be repaired for an exchange
- Ensure that exchanges are completed from start to finish
- Assist sales people in obtaining a ATR number from suppliers for all exchanges
- Deal with staff and management regarding problem units, customers and issues that need to be resolved
- Work with the Stock Controllers regarding credits
- Work with warehouse staff and contract drivers regarding deliveries and collecting of stock
- Assist with all the admin duties pertaining to the units being sent to the damages warehouse
- Attend team building meetings once a month
- Ensure stock take is effectively done (every Saturday)
- Full function process of ordering spare/small parts (ensure stock is received and GRN’s are done, invoice the parts and then inform the customer that it is ready for collection)
- Assist customers as they come in to buy from the department desk
- Assist with exchanging faulty units under CPA for customers
- Booking faulty units on the Linux system and send to suppliers
Key Responsibilities (Small Parts):
- Assist team members in service department
- Must be able to perform same duties as above
- Continually control any small repair that goes out to suppliers to be repaired or assessed
- Responsible for quoting customers for small parts
- Assist with under guarantees
- Responsible to order spares, if/as the need arises
- Constantly managing any feedback received from customers
- Handle all bookings for repairs
- Follow up with suppliers
- Ensure weekly smalls report is done
Qualifications:
- Grade 12 / Matric
Experience:
- Minimum of 1 – 3 years’ experience in a same or similar role
Benefits (Applicable once permanently employed)
- Employer to contribute 3% of basic salary towards Liberty provident fund.
- Medical insurance (Momentum) subsidized by Hirsch’s.
- 40% Employer contribution to Discovery Medical Aid after 12 months of employment.
- SPIVS (if requirements are met).
Knowledge and Skills Required:
- Minimum of 2 – 3 years’ experience in a same or similar role.
- Stress tolerance to deal with increasing number of calls.
- Strong administrative skills.
- Clear criminal record.
- Strong interpersonal and relationship-building skills.
- Professional verbal and written communication skills are essential.
- Be customer service orientated.
- Be computer literate (Microsoft package).
- The ability to stay calm and patient while working with frustrated or angry customers.