Customer Care Agent Job Description
Position Title: Customer Care Agent
Location: Jal EL Dib
Email: HR@cellandsell.com
Job Summary:
Responsible for controlling the Company’s Service Center image by providing administrative support to after-sales clients, following–up on their repairs, installments, training, swap and other requirements, and answering their queries per the company’s policy.
Key Responsibilities:
- Monitors clients’ requests, received directly from clients or through the Sales Department and Dealers. Categorizes incoming and outgoing service, and delivers to Technicians based on specialization, location, and as approved by the Senior Technician and Department Manager.
- Coordinates with clients the delivery process of maintained products. Reports preferable actions and initiatives to the Department Manager and respective Technician, and follows-up implementation meeting clients’ exact needs.
- Sets and provides technicians with a service action plan for incoming & outgoing service (internal & external) scheduling type of service activity, dates, times, client name, and location to facilitate providing excellent service.
- Submits a report on defective items and controls the use of necessary spare parts maintaining accurate and correct records in conformity with the units delivered to the Service Center.
- Prepares, produces, and submits invoices for spare parts, installations, reparations, and other after-sale services provided by the Service Center using vivo and internal systems and ensuring accuracy.
- Coordinates with the Accounting Department the invoices for all after-sale service and the daily cash box received from clients ensuring accuracy and conformity of records.
- Answers incoming calls and inquiries from clients and dealers providing accurate information on the after-sale service and meeting clients’ satisfaction.
- Maintains records of all activities provided by the Service Center, including invoices and inventory, and generates related periodic and requested reports ensuring accuracy and timely delivery.
- Respect all of the company’s internal rules, policies and procedures.
- Fill all required reports daily, weekly, monthly, and yearly.
- Performs other duties in line with the scope of work and as assigned by the direct manager.
Qualifications:
- Identify issues, develop solutions, and ensure accuracy in all tasks.
- Strong ethical standards and delivering reliable, honest service.
- Verbal and written communication.
- Strong orientation towards helping and satisfying clients.
- Working well with others while managing stress and thriving in fast-paced environment. .
How to Apply:
Interested candidates should submit their resume to HR@cellandsell.com. Please include "After-Sales Supervisor Application" in the subject line. Only qualified candidates will be contacted for an interview
