Customer Support Hub Specialist Global Grade11

1 month ago


Kempton Park, South Africa Barloworld Equipment Full time

Key Output

  • Resolve customer queries received at the Customer Support Hub
  • Accurately capture/record queries on case management tool with clear resolution and time-lines for future reference and learning
  • Assist with the opening of new customer accounts in agreement with the KPI
  • Assist customer with Finance related queries.
  • Proactively identify additional challenges experienced by customers and inform respective departments of potential challenges and aim to resolve.
  • Use existing product programmes to proactively offer added value and solutions to customers
  • Advise customers on immediate equipment repair needs based on system triggers.
  • Help customers with warranty related queries
  • Coordinate with other departments or LOBs to support customers' needs
  • Manage customer information case management tool.
  • Update customer master data
  • Assist maintenance scheduling and coordination and within the SLA timelines

Qualification, Experience and Competencies

  • Trade test qualified in relevant trade (e.g. Diesel Mechanic/ Earthmoving Equipment Mechanic) post apprenticeship or learn ship experience
  • Minimum 5 years frontline experience in Parts or Service
  • SAP and CRM exposure
  • Technical knowledge/experience of Caterpillar products
  • Salesforce an advantage


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