Description
Whitehall Resources are currently looking for a Core Customer Care Agent.
Main Objectives and Activity:
Manage system Breakdowns:
- Take incoming calls and log the problem in MUST according to contractual requirements
- Manage systems breakdown till completion
- Drive customer notification
- Escalate issues as required.
Field Engineers Management:
- Take incoming calls from Field Engineers
- Enter all comments and agree action plan.
- Mange Field Engineer's work plan and escalate
Field Engineer's assignment:
- Escalate ongoing issues to Zone Service Manager and Service Delivery Leader
- Manage FE debriefing and closure of the jobs
Preventative maintenance:
- Manage completion of Preventative Maintenance Service for all core equipment with the field and customers
Parts Ordering:
- Order parts using the current parts ordering processes
- Organize distribution if part in the Region or Megastore;
- Escalate if part in another location
Zone jobs management:
- Responsible for all open jobs activities in the region
- Escalate customer issues to appropriate management
Knowledge and Experience:
- Basic Computer Skills
- Knowledge of MUST and parts ordering System
- Ability to Work independently with minimum direction
- Effective communication skills
- Basic typing skills
- Strong Interpersonal Skills
- Fluent in English Language required
- Team player
- MS Office proficiency