Job Purpose:
To ensure that goods are installed or repaired as applicable to the satisfaction of the customers in order to contribute towards the achievement of departmental objectives leading to the achievement of company objectives
Key Roles and Responsibilities:
Key Performance Area 1: Customer Satisfaction
· Ensure delivery, installation and/or repair of goods on time as agreed with the customers towards increased customer satisfaction
· Communicate with the customer in advance and agree on a mutually suitable time for the installation or repair
· In the event of not being able to reach the customers’ place as per schedule, ensure that the customers are informed well in advance to avoid inconvenience and agree on a new schedule
· Provide exemplary customer service to internal & external customers and ensure all customer interactions support our Customer First philosophy.
Key Performance Area 2: Business Performance
· Timely & efficient resolutions of all installation / repair jobs as applicable
· Ensure that the repair/installation tool kit and spare parts kit are replenished and the parts stored are serviceable and in good condition
· Analyze escalated customer product & service issues and assist the supervisor & management to resolve the same. When needed use appropriate method (warranty verification letter, one time labor and/or parts, refund, exchange, etc.,) to satisfy customers while adhering to company policy
· Partner with supervisor when appropriate to resolve technically complex issues related to service & product complaints. Evaluate, research & recommend appropriate action
· Take escalation calls from fellow team members to bring about successful closure to the customer issue
· Take inbound calls as assigned and participate in task teams, projects and support the call center
Key Performance Area 3: Professionalism
· Demonstrate in-depth knowledge of assigned product lines from the company catalogue
· Ensure accurate & complete documentation of repair jobs, DWC’s, STN’s, etc.
· Ensure all submitted forms and correspondence (including time sheets and job notifications), daily & monthly performance tracking reports are accurate, complete & are processed efficiently and effectively
· Demonstrate efficient & appropriate use of resources
· Assist the supervisor & management staff in floor coverage, house keeping, handling & training of new hires within the department
· Adapt to the temporary or permanent changes in the operations and multi skill as necessary
Key Performance Area 4: Leadership
· Be a team player to achieve highest customer satisfaction levels as per company objectives
· Performs side-by-side observation of team member interaction with customers & provide feedback to the respective team member to ensure better customer care.