Job Description
1.Develop customer service manual (procedures, policies and standards) for the
department and lead the team to operate as per the policy. Team will include one
assistant, local technicians, and sub-contracted technicians.
2. Address customers’ inquiries and complaints (in-warranty and out-of warranty)
through telephone, email, letter, face-to- face and so on.
3. Handle and solve customers’ complaints successfully by investigating their
problems thoroughly.
4. Issue refunds and compensation to genuine customers’ complaints.
5. Maintain accurate records of discussions or correspondence with customers (that
includes customers’ complaints, major problems investigated, time taken to solve
particular problem etc.). Records must be reported to Director once a week in a
proper format.
6. Manage and Order the Spare Parts from Vendors as and when required.
7. Manage Accounts of all Technicians – whether salaried or outsourced.
8. Coordinate with Sales and Marketing Manager to discuss ways to improve
customer service.
9. Assist and advice customers in operating company’s products correctly.
10. Train employees and technicians to deliver high standard of customer service.
Job Specification
Sound knowledge of customer handling etiquettes
Sound knowledge of company products
Sound knowledge of MS Office, email and internet
Good communication skills
Ability to work under pressure and to handle customers of
any types
Ability to handle phone calls
This Job is expired. The Company is no longer accepting applications for this position.
