Duties and Responsibilities:
1- Follow up every issue as a mediator between the client, the brand managers and the dealers referring to reparation, warranties, cost of reparation and existing problems.
2- Insist to have full abider team which follows up strictly the procedures and policies issued from the company.
3- Follow up with all interdepartmental relations along with outside customers and affiliates.
4- Answer on all mails correspondence between service center, Head office, and other departments.
5- Ensure that the operation procedure is followed by every team (outdoor technicians, invoicing agent and indoor-cashier agent).
6- Ensure that the employees are treating the clients in a very professional way and having full politeness.
7- Ensure that the team is abiding the dress code and hygiene.
8- Check the customer’s feedback and take corrective actions on spot.
9- The technicians’ reports are received at 8:00 Am every morning; therefore the job orders and invoices should be prepared within the same day in a complete form.
10- If the parts are not available, to mention what to do, what is the action taken.
11- If the customer need further visit, to take another appointment within 48 hours and mention on the job order.
12- If the technician informs that the customer is not available at home, the supervisor should call and check if it’s true.
13- Ensure that the process is followed by the technicians and the customer is satisfied.
14- Handle all the unsatisfied clients and treat them by providing them a trustful result (solution).
15- Assist operation and following up with brand managers in order to find solutions and take approvals when needed.
16- Regular periodical meeting with the team for their Development and improvement
17- Ensure that the company policy is executed in terms of customer service, inventory control and costs.
18- Issue guidelines for the team to ensure smooth workflow implementations
19- Ensure that the responsibilities are carried out from team are done with high coordination and professionalism.
20- Check the invoices for outdoor technician and related spare parts taken.
21- Organize and schedule appointments referring to reparation visits.
Age: 26 – 40 years
Experience: 1-2 years experience in a similar role/ Operations
Education: BA in business administration or related field
Languages: Arabic & English, French is a plus.