Service Delivery Expert

4 days ago


Cape Town, Western Cape, South Africa Talent Evolution Ltd Full time
Talent Evolution Ltd Job Opportunity

We are seeking an experienced Service Coordinator to join our team at the V&A for a three-month contract position.

Key Responsibilities:
  • Ensure customer satisfaction by addressing customer escalations and providing accurate remedies for faulty products.
  • Assist walk-in customers with service and spares queries, invoice spare parts, and manage local fast-moving spare parts holdings.
  • Daily monitor open tickets, generate reports, and close long-standing tickets.
  • Monitor ticket resolution and follow up with courtesy calls to customers.
  • Achieve divisional KPIs: ensure tickets are in Confirmed status within 48 hours, completed within 7 days, and closed within 2 days of completion.
  • Work with the Spares team to follow up on open calls requiring spare parts and provide resolutions to service agents and customers.
  • Approve and process product exchanges, service trade-ins, and follow up on exchange processes and delivery.
  • Manage small appliance exchange stock holdings for walk-in customers and verify loan and consignment accounts monthly.
  • Perform miscellaneous duties as assigned relating to office administration and operations.
Requirements:
  • Grade 12 Matric / NQF L4 qualification
  • Good understanding of Microsoft Office products
  • Good understanding of SAP and SSC processes
  • Skill up on technical and product knowledge
  • Minimum 3 years' experience in a similar role
  • Financial acumen and attention to detail
  • Excellent interpersonal and communication skills
  • Committed to meeting deadlines
  • Ability to work under pressure
  • Effective time management
  • Escalate issues when necessary and provide support to the wider service team
Compensation:

The estimated annual salary for this position is approximately R540,000 based on industry standards and market research.



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