Address Purpose:
Positions holders are responsible for the efficient running of the customer centre, to increase customer satisfaction, loyalty and retention, exceeding customer expectations which can include management or provision of technical and/or non-technical customer service.
In-person customer service such as planning schedules , product returns, Remote/virtual customer service via phone, email, online chat, or text such as escalated customer issue support, post-sales product support, field service dispatching, etc.
Processing orders from customers and resolving complaints •Advising customers on product shortages, expected delivery dates, price changes, etc.
Acting as liaison between customers, production and distribution departments.
Raising invoices, chasing payments and first line point of contact for issues with invoice payments (including cash recovery).
Accountability Level:
Entry level professionals or highly experienced operations/technical/support Jobs. Typically completed higher education/qualification or requires expert technical operational knowledge of procedures and tools obtained through extensive work experience. First point of escalation for non-routine situations. Provides assistance and training to lower level employees.
Key Responsibilities:
Handle incoming customer calls to address equipment, service, or contract issues.
Maintains and supports customer and supplier relationship(s).
Locate and coordinate supplies from internal and external sources to fulfil orders in a cost effective manner.
Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process.
Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements.
Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services.
Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs.
Ensure the accuracy and efficiency of contacts and customer / job data.
Responsible for the Service administration teams supporting the hire process.
To ensure internal and external customer satisfaction, through timely, effective and efficient depots administrative process.
Contracts management into Aggreko system.
Issue accurate and timely the customer invoices on a daily, weekly and monthly basis.
Creation Clients into the system.
Manage the available ‘credit’ with cash hires to ensure no bad debts, and follow up credit customers’ status approval by agent.
Daily completion of invoicing.
Organise fuel management for any customers who have requested it.
Typical Experience:
University Degree / Specialised Diploma / Vocational Training
3+ years of experience in Customer Service or sales administration
Attention to details and ability to notice errors is required.
About Aggreko
We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers.
Equal Opportunity Employer, including disability and veterans.
