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Customer Service Rep - Office Automation

1.00 to 10.00 Years   Dubai, United Arab Emirates   18 Aug, 2024
Al Futtaim Group
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryRetail & Wholesale
Functional AreaNot Mentioned

Job Description

Overview of the role:Work Controller with Brand & MFP related Technical and Commercial SkillsManage customer incoming calls and update the repair status. What you will do:-Description of Accountability:OA WORK CONTROLLER

  • Manage Jobs / Customer requests
  • Log Service delivery requests & Supplies delivery requests
  • Ensure SLAs in attending calls with least Call Abandon Ratio
  • Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time 2 ? 4 hours, Assess Load Vs Capacity of Techs
  • Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs)
  • First Line Support (FLS) - Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues)
  • Awareness of Brand?s Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data
  • Customer relationship management (key for CS and for service referrals for new machines)
  • Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers
  • Prepare Estimates / Quotes ? Awareness of Spare Parts and the replacement articles
  • Follow up for estimate approvals
  • Update full cycle of the Jobs in SAP ? Notification/Service order/Spare requests/Job update/Invoicing
  • Co-ordinate with stores for parts / units
  • Filing of relevant documents.
  • Co-ordinate with Drivers for the committed deliveries
  • MIS reports
AV WORK CONTROLLER
  • Follow up with customer for estimate approval
  • Update full cycle of the Jobs in SAP ? Notification/Service order/Spare requests/Job update/Invoicing
  • Co-ordinate with stores for parts / units
  • Prepare Estimates / Quotes ? Awareness of Spare Parts and the replacement articles
  • Allocate the daily incoming jobs to technicians
  • Follow up with technicians and customers for field appointment and ensure the schedule is attending as per the commitment
  • Ensure the feedback / schedule changes if any to be updated to the customer in time
  • Filing of relevant documents.
  • Co-ordinate with Drivers for the committed deliveries
  • Follow up and collect the outstanding payment from the customers
  • Minimum 15 hello calls to the customers and update the report and submit on every Saturday.
  • Customer complaints very minimal ? based on the target
  • Customer incoming calls to be attended within min rings based on the target

Keyskills :

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