Aftersales & Continuous Support Administrator

2 weeks ago

Johannesburg, Gauteng, South Africa Telebest Full time

Job Title: Aftersales & Continuous Support Administrator

Location: Benoni

Overall Purpose of the Position: We are in search of a proactive Aftersales & Continuous Support Administrator to be part of our team. This role focuses on offering complete administrative support to the aftersales and site services team. Main tasks include maintaining customer databases, managing orders and returns, collaborating with suppliers, addressing customer queries, and supporting data analysis and report preparation.

Key Responsibilities:

  • Administrative Support:
    • Maintain customer databases and handle orders and returns.
    • Collaborate with suppliers and manage customer inquiries.
    • Assist in report creation and data analysis regarding aftersales activities.
  • Technical Support:
    • Offer technical support to customers, including resolving queries, troubleshooting problems, and providing maintenance and repair guidance.
    • Respond to customer inquiries via phone, email, or in-person.
    • Escalate technical issues to higher-level support teams if necessary.
  • Customer Service:
    • Provide exceptional customer service by professionally and promptly handling customer inquiries and concerns.
    • Resolve customer complaints and ensure customer satisfaction.
    • Cultivate and maintain positive customer relationships.
  • Warranty Claims and Returns Processing:
    • Process warranty claims and returns following company policies.
    • Keep customers informed about the status of their claims and returns.
    • Maintain accurate records of warranty claims and returns.
  • Repair and Maintenance Coordination:
    • Coordinate repair and maintenance services, including scheduling appointments with technicians.
    • Update customers on the progress of their repairs.
    • Ensure timely and satisfactory completion of repairs and maintenance services.
  • Sales Support:
    • Offer product information and technical support to sales representatives.
    • Identify potential upsell and cross-sell opportunities.
    • Assist with sales presentations and demonstrations.
  • Data Management and Analysis:
    • Maintain precise and current customer data.
    • Analyze customer data to discover trends and enhancement opportunities.
    • Generate reports on customer activity and trends.

Qualifications:

  • Academic: Diploma in Sales/Marketing or an Engineering-related Technical field.
  • Experience: One or more years in aftersales or customer services, with experience in a technical field being advantageous.

Essential Skills and Knowledge:

  • Outstanding problem-solving skills to swiftly analyze and solve problems.
  • Basic technical comprehension of the company's products and services.
  • Understanding of engineering principles and technical products.
  • Familiarity with industry-specific regulations and standards related to warranties and repairs.
  • Effective communication, problem-solving, and interpersonal skills.
  • Proficiency in Microsoft Office applications and CRM software.
  • Strong organizational skills and the ability to manage multiple tasks concurrently.
  • Basic grasp of sales and marketing principles.

Performance Deliverables:

  • Technical Support: Average response time, first contact resolution rate, and number of unresolved issues.
  • Customer Service: Customer satisfaction, net promoter score, customer retention, and follow-up support frequency.
  • Warranty and Claims Processing: Accuracy in processing, resolution rate of issues, and feedback frequency.
  • Repair and Maintenance Coordination: Timeliness and customer satisfaction with repairs and maintenance.
  • Sales Support: Revenue generation from upselling, feedback to management, and sales team satisfaction.
  • Data Management and Analysis: Timeliness and frequency of reports, and feedback to management.

Note: If you are an organized and detail-oriented professional with a passion for customer service and technical support, we invite you to seize this exciting opportunity.

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