Service Coordinator: Hypercare

1 week ago

Gauteng, South Africa Ingersoll Rand Full time

Service Coordinator: Hypercare

Johannesburg

**About Us**

At Ingersoll Rand, we are driven by an entrepreneurial spirit and ownership mindset and are committed to helping make life better. We are a global market leader with a broad range of innovative and mission-critical air, fluid, energy, specialty vehicle and medical technologies, providing services and solutions to increase industrial productivity and efficiency.

**Job Summary**

The Hypercare agent's primary role is to deliver exceptional service and customer support as every customer at Ingersoll Rand is seen as a premium and high priority customer.

**Responsibilities**
- Receive all incoming calls, assist the customer and redirect the call to the correct department contact person. (new Sales, Accounts, Technical, Breakdowns, Rental)
- Handle incoming queries related to Sales or technical assistance
- Handle and respond to all incoming Web leads, assist the customer and follow up to ensure that the customer has been correctly assisted, maintaining a high level of NPS score.
- Execute ALP, Helix and I-Conn triggers.
- Assist the external sales team with Service and Parts quotations from an administrative role
- Place outbound calls to customers to promote new products and services.
- Handle incoming complaints
- Ensure all customer communication is captured on SFA, task set for Sale team, information flow
- Maintain a courteous and friendly disposition when interacting with customers

irrespective of their temperament
- Ensure daily shift call quotas and set targets are achieved
- Upsell products and services to customers when providing telecommunication

Solutions
- Follow set communication guidelines in addressing the needs and problems faced by

customers
- Build positive relationships with customers to enhance the overall image and public

perception of the company.
- Ensure good working relationships with Technical and Sales departments
- Ensure good conformation flow internally between teams
- Verify all customer details (contact, asset and serial number as well as running hours) and

update SFA timeously.
- Ensure all reports are done as and when required
- Additional adhoc duties as required

**KEY COMPETENCIES**
- Active listening and the ability to understand a customer’s requirements, concerns and respond
- accordingly.
- Adhering to principles and values of Ingersoll Rand
- Persuading and influencing
- Conflict resolution
- Delivering Results & Meeting Customer Expectations
- Coping with Pressure & Setbacks
- Adapting & Responding to Change
- Planning & organising
- Basic computer skills. SFA.
- Good Listening Skills
- Collaboration between teams
- Good time management skills.
- Attention to detail.
- A positive attitude

**Basic Qualifications**
- 5 years’ experience in sales or customer service environment (Essential)

**Job related skills**
- Call centre experience (desirable)
- Ability to effectively communicate at all levels of the organization
- Must be proficient in Microsoft Office (Essential)
- Experience of using CRM softwares (Essential)

**Education**

Grade 12 or equivalent (Essential)

Bachelor’s degree or National Diploma in Sales & Marketing (Desirable)

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