We are currently looking for an After-sales Support Clerk who will be in charge of the front desk, and provide administrative support for the after-sales services.

Key Responsibilities

• Greet Customers with a positive attitude.
• Handle phone calls, answer customer inquiries.
• Assist customers by replying to mail without delay.
• Record repair requests from customers.
• Maintain accurate record keeping (reports, serial numbers, etc.), and labelling of machines brought in for repairs.
• To ensure that the problem is well described and elaborated to facilitate technician diagnostics.
• Abide by vendors` operational and other guidelines provided regarding warranty service.
• Ensure effective communication with Vendors regarding warranty repairs.
• Provide clear, accurate and timely feedback on repair status.
• Systematic use of tools, software and other facilities provided by Vendors.
• Update Customers data as required (contact details, serial numbers, warranty details).
• Prepare and send quotes for out of warranty repairs.
• Close follow-up on parts order status and quotes sent for repairs.
• Ensure accurate and timely billing.
• Adhere to data protection guidelines regarding customers’ data.
• Keep up to date with Vendor certifications, when required.
• Perform weekly reports for specified customers as agreed with the Product Manager.
• To ensure that all information is updated in CRM; refer to SAV KPIs.
• To send quote to client once the diagnostic is completed.

Qualifications, Skills and Experience

• Higher School Certificate.
• ICT Literate
• At least 3 years’ experience in a similar position.
• Ability to learn new practices, tools and technologies quickly.
• Self-motivated with attention to detail, proactive and dynamic.
• Good administration, organizational, interpersonal and communication skills.
• Able to work independently and in team.
• Able to adapt to changing working environment and willing to acquire new skills and knowledge.
• Innovate and participate in organizational improvements.
• Any equivalent combination of education and experience.