CIC Agent at Hotpoint Appliances Ltd

Reports to: Service Centre Manager

Department: Service Centre

Job Purpose

The purpose of the role is to meet departmental objectives by ensuring compliance of the set processes and procedures.

Job Responsibility and Accountability

• Ensure the Job Card is opened and printed within 24 Hours of receipt  of goods from customers or dealers
• Capture full and correct Serial Number for Carry In at the point of receipt
• Update full and correct Serial Number for In-Home after Technical Visit
• Enure full and correct unit details including all accessories and their condition for Carry In are captured
• Send Email, SMS or Telephone Updates for Quotations within 48 Hours of status change by technician
• Send Email, SMS or Telephone Updates for Ready units within 24 Hours of status change to Ready by technician for Carry In
• Same day escalation to Branch Manager on a daily log sheet of complaints from customers either via email, telephone or face to face
• Happy Call within 48 Hours for All In-Homes for all Ready units
• In Home Dispatcher to ensure all rebooks are communicated to the customers 24 hours prior to the scheduled date including all emergency events scheduled for a specific technician
• Process the credit Notes, with all correct documentation, within 72 Hours of receipt from customers
• Ensure delivery notes are printed within 24 hours after conversion of repair unit to ready

Qualification and Experience

• Minimum of a Diploma in Business Management, Public Relations, Customer Service or relevant field.
• Customer service industry experience or Knowledge of customer service principles and practices.
• At least 1-year exposure in a supervisory role, responsible for managing a team in a target driven environment.

Key Skills:

• Excellent personal presentation and telephone etiquette.
• Administration oriented, speaks and writes excellent English.
• Proficient in relevant computer applications.
• Possess product and operations technical knowledge.