Customer Service Specialist

Nothing is impossible. Every person has its place. Our role is to bring them together, with dedication and responsibility. Through expertise and concrete tools, we make sure that we. will find the right one for you. And we are doing so by personally knowing the candidates and the companies, evaluating them thoroughly and then searching what fits them best.

- Minimum High School education or equivalent required
- Two years’ experience in dispatch or customer service required
- Ability to handle multiple and changing priorities
- Ability to work well under pressure
- Familiar with geographical areas
- Excellent communication skills verbal and written with the ability to prepare and submit reports
- Customer service oriented mentality with attention to detail
- At least medium level of English (both written and spoken)
- Strong computer skills and knowledge of Microsoft Office programs and ERP
- Strategic and customer orientation
- Set priorities under close deadlines
- An advantage is represented by technical knowledge
- Analytical thinking and capacity of working with others.

- Directs and monitors daily assignments; schedules field team and assigns service tickets to ensure daily coverage
- Ensure service tickets are planned in a clean tight fashion so that field team can execute activities within the allowed time to meet service standards
- Ensure the correct and entirely recording of service related customer data into the country database
- Monitors available, unavailable, inbound, outbound, soon-to-clear requests to ensure proper coverage for available business and accurate service ticket closure.
- Maintain efficient controls through proper scheduling and accurate order entry into the dispatch system
- Receives information of actual or anticipated disruptions of service and determines action required to rectify condition
- Handle customer complaints and provide customer support to ensure maximum efficiency
- Escalates unresolved issues to management as appropriate


- Maintain up to date electronic and repair/maintenance documentation for dispatch, inventory and service support functions of the job. Perform timely uploads and downloads of required data to ensure the integrity of the service system
- Manage the documentation for the maintenance contract according to the agreed SLA
- Service Data base administrator
- Coordinate the SERVICE PARTNER workflow – allocation of tickets, job execution, service documentation, settlement documentation
- Assist and support sales representative to secure new orders
- Ensure to have the parts required to expeditiously repair any ongoing issue as well as have adequate stock of spare components.
- Participate in ongoing training to gain knowledge of equipment and repair techniques
- Co-ordinate collection of parts from designated home base/warehouse
- Work with service team to identify and order needed parts
- Works closely with service field and service sales team on technical and service sales needs
- Takes ownership for correcting customer service situations, but knows when to escalate
- Perform various tasks as assigned by manager
- Ensure a high customer satisfaction and to improve service processes steadily.

Other information:
- The recruitment process will be conducted through QPAS - Recruitment Company.
- Only eligible candidates will be contacted.

Attention:
- By applying to this job, we are deemed to have your default consent to the processing of personal data by QPAS, pursuant to Regulation (EU) 2016/679.