As a Customer Service Representative CS commercial officer,
you will receive customers calls, check SLA’s, contract condition, warranty and
creditability information.
- Enter service incident into ERP (SPIRIDON) system
- Receive and distribute ticket/notification number as
required
- Forward service incident to respective technical support
(TSE) in time and w/o any delay
- Escalate to Customer Care Center Manager when the
resource is not available
- Enter service reports into ERP (SPIRIDON) system after
receiving it from the field force.
- Monitor the service report return from the field force.
- Escalate to Customer Care Center Manager when a report is
not returned in defined time
- Monitor customer satisfaction on every finished service
on daily bases
- Generate daily performance reports as defined
- Support operational group (tech-support / dispatch /
logistics) in administration work
- Receive requests from technical support and coordinate
assigned dispatch requests
- Identify Suitable Field Staff by optimizing:
qualification, availability, location, overtime
- Resolve resource conflicts by re-planning of activities
within the defined scope
- Manage escalations in case of unavailability of field
staff according to the defined process
- Coordinate Order and Delivery of spare parts as required
by Service staff
- Coordinate spare part delivery and synchronization with
CSE - optimize planning
- Monitor service delivery by field staff
- Ensure Estimated Time of Arrival is met: re-plan changes
and inform the customer
- Control field staff on site time: re-plan changes where
necessary
- Monitor spare part delivery status: re-plan changes where
necessary
- Inform customer about changes to plan
- Scheduling of Planned Service
To Apply
