Job offer: Service Request Agent (Courts (Unicomer)

The service request agent is responsible for providing first-line support too end users on a variety of technical issues. This role requires excellent communication, problem-solving, and customer service skills. The ideal candidate will be patient, resourceful, and able to effectively troubleshoot and resolve a wide range of technical problems.

Responsibilities

• Addresses complaints received from branches and customers within twenty-four hours. 
• Monitors and takes the actions necessary for resolving outstanding jobs as per the operating system to maintain Company’s Service Standards.
• Monitor Technician appointments to ensure customer commitments are being met
• Liaise with the Suppliers’ Authorized Service Centers and Manufacturers and provide status updates on pending service requests to customers and branch network.
• Logs SRs for stock jobs within 24 hours of receipt
• Provide mid and post repairs follow up calls on all customer service requests
• Update and close all SRs (as per outlined guidelines) within 24 hours of receiving resolution details
• Update SRs within established guidelines with full details on parts issued by the Spares unit. 

Skills
Maintain a 95% hit rate on service courtesy calls (mid and post repairs)
Maintain a ≥ 82% within 5 days hit rate on completed jobs
Maintain a 90% hit rate on 24 hours response time for SR closures
Achieve or exceed a 90% compliance hit rate on SRs updated and resolved as per established standards
Customer Service Satisfaction Index rating of ≥ 85% as per company’s Standards