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Customer Service Agent
2 weeks ago
**1. JOB PURPOSE**
Manage all Customer Services expectations, related calls and follow-ups, resolve Customer queries and use appropriate retention tools where required. Real-time SLA Management and achieve CSI targets.
**2. Key performance areas**
Customer Service
- CSI
- Query management
- Customer Retention
- Report and escalate Customer concerns in real-time
Machine uptime
- Ensure technicians are sensitized to SLA job status
- Ensure Technicians close jobs as per SLA
- Reporting on Quality of workmanship and behaviors
Maintenance Administration and Planning
- Updating and tracking maintenance and safety related job cycles.
- Upkeep of System data relating to service and maintenance, planning and processing of job cards, breakdowns and service bulletins.
- Ensure data integrity at all times
Procurement
- Requisitions
- Supplier communication
**3. ORGANISATIONAL STRUCTURE**
Operational
**4. DECISION MAKING AUTHORITY**
Field service resource allocation
**5.**JOB DESCRIPTION**
The Customer Service Agent is responsible for the following:
**AREA / TYPE**
**Responsibilities**
Customer Service
1. Contact customer following breakdown and obtain service rating
2. Effective and timeous query resolution of all Field Service queries
4. Compliant to presale expectations
5. Report and escalate Customer concerns in real-time
Machine uptime
1. Ensure technicians are sensitized to SLA job status
2. Ensure Technicians close jobs as per SLA
3. Reporting on Quality of workmanship and behaviors
4. Investigate any breakdown exceeding the SLA
Maintenance Administration and Planning
1. Updating and tracking maintenance and safety related job cycles.
2. Upkeep of System data relating to service and maintenance, planning and processing of job cards, breakdowns and service bulletins.
3. Ensure data integrity at all times
Procurement
1. Following jobs completed by outsourced companies
2. Creating requisitions on the system and follow ups with supplier as required
3. Confirm requisition and order with supplier
General
1. To ensure that a professional image is always projected
2. To ensure that the quality of service that Eazi Access Rental provides and the satisfaction of its customers, are treated with the utmost importance at all times
3. To promote Eazi Access Rental and do everything possible to enhance its image
4. To ensure that all duties are carried out safely and in accordance with all company and legal requirements
5. To work in harmony with other employees in the Company
6. To ensure that confidentiality in all Eazi Access Rental matter is maintained
7. To produce other information as required and to carry out other duties either directly or indirectly as requested by your manager from time to time
8. Compliance to standard operation guidelines of Eazi Access Rental
**6. SKILLS and QUALIFICATIONS REQUIRED**
**6.1 QUALIFICATIONS**
**Capacity**
**Level**
Administration
1. Matric / Grade 12
2. Computer Literacy (MS Office with advanced excel skills)
3. Certification
a. Customer Services or Marketing related
b. Retention and Retention tools
c. Communications or related
d. Financials or related
**6.2 INTERNAL COMPETENCIES**
**Competencies to achieve internal**
**Level**
AX Basic Training
Do
Customer Satisfaction, Communication and Telephonic skills
Advanced
AX Procurement (User)
Do
Machine Familiarization
Do
AX Service and Maintenance
Advanced
Technical training and understanding of MEWP equipment
Do
**6.3 WORK EXPERIENCE REQUIRED**
**Job**
**Functional experience**
**Years**
Administration
Customer Services
3
Retention environment
2
Understand operational expenses
1
Exposed to a technical environment
1
Query and resolution management
3
SLA Management
3
Technology
Computer - Microsoft office
Previous procurement systems
Basic cellular and internet operations
3
**Job Types**: Full-time, Permanent
Application Deadline: 2025/01/29
