Location: Goscor Lift Truck Company - Durban
Commencement: ASAP

Goscor Careers

Open Position

Goscor Careers

Open Position

Customer Care Agent

January 22, 2024 | by digital@lkda.co.za

Location: Goscor Lift Truck Company - Durban
Commencement: ASAP

Job Purpose:
The successful candidates’ core function will be to assist with the customers’ inquiries and concerns.

Duties:

  • Answering incoming customer calls with care and understanding.
  • Determining the proper diagnosis and generating the relevant work order on the ERP system.
  • Allocate and dispatch a team member to address the work order.
  • Provide immediate feedback to the customers based on expected resolution times.
  • Populate all relevant information from technician job card onto system work order, cost and close all completed work orders within 24 hours.
  • Accurate processing and filling of completed documentation.
  • Escalate any unresolved or problematic customer queries immediately.
  • Constant 2-way communication between yourself and your team members to ensure the status of all open work orders is up to date to provide the customer with feedback if necessary.
  • Generating estimates for customer work requested withing 24 hours of request.
  • Chasing customer for outstanding purchase order numbers for estimates given.
  • Reserving parts on work orders.
  • Weekly feedback on outstanding work orders and resolutions to finalize the work order.
  • General administration duties.

Qualifications and Level of Experience Required:

  • Should have a minimum 2 years’ call centre experience, either as operator or supervisor.
  • Must have exceptional telephone etiquette.
  • Must be computer literate (Microsoft Office Word, Excel, PowerPoint, the ability to learn different systems).
  • Must be resilient, strong-willed, and customer results driven to ensure elevated levels of customer satisfaction.
  • Must be organized to create a structure for yourself and your team.
  • Must be familiar with the processes and procedures to ensure the correct sequence of events are followed.
  • Must have the ability to work fast and accurate under pressure.
  • Knowledge of Autoline or similar ERP system would be very advantageous.

Apply for this position

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Apply for this position

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