Service Advisor

1. SUMMARY OF RESPONSIBILITIES

To serve as a front-line service liaison between the company and its customers. This role involves delivering exceptional customer service through various channels, such as phone, email, and live chat.

Key responsibilities include addressing customer inquiries/complaints, resolving technical issues, and providing accurate information about products or services. The Service Advisor is expected to cultivate positive customer relationships by actively listening to concerns/complaints, empathizing with customers, and offering effective solutions. Additionally, the role plays a crucial part in processing customer orders, ensuring timely and satisfactory resolution of any problem that may arise.

1. MAIN FUNCTIONS

• Investigate and resolve customer complaints with a focus on achieving customer experience satisfaction in a more professional manner.
• Handle customer calls and messages forwarded from the Call Center and Technical Chat Line on a regular basis.
• Proactively initiate Work Orders using in-house Customer Interview Form (CIF) on Salesforce.
• Conduct preliminary connectivity checks using various CAT Service Data and disseminate findings through MS Teams channel/CAT Interact.
• Utilize remote diagnostic tools effectively and efficiently for solution determination.
• Follow up and finalize Work Orders/Customer Interview Forms for intended jobs on Salesforce.
• Actively promote product link retrofit and troubleshoot non-reporting issues of customers assets regularly.
• Assist in the timely transmission of service reports, Technical Analysis 1 (TA1), and customer feedback.
• Create new Work Order or continue with existing intended Work Order for Incremental Business.
• Review and close of Work Orders.
• Performing more detailed technical checks using CAT Service Data to be able solve customers’ issues.
• Passing on unresolved technical issues for further solution determination to the traditional Service Supervisor.
• Undertake any other related duties as required by the line manager.

RELEVANT INFORMATION

Education: HND/BSC in Mechanical/Electrical Engineering with at least 5 years relevant experience.

Experience: A minimum of 2 years’ technical experience in service (Field service would be beneficial).

Should have high degree of inter-personal, good written and spoken English and must be computer literate.