Service Controller

The following responsibilities and qualifications apply to the role :

Responsibilities

• Have good communication skills.
• Have good telephone and email communication skills.
• Work well under pressure.
• Have good time keeping skills.
• Have good punctuality.
• Remain calm and professional when dealing with customers.
• Manage incoming calls on service desk and log calls on BPO.
• Identify correct fault diagnosis and action service calls according to urgency.
• Assist team members to ensure professional service level achievement.
• Log service calls and Identify call priority for calls logged and prioritize call attendance accordingly.
• Ensure calls are handled professionally and timeously.
• Communicate and update customers regarding calls and call status.
• Ensuring customer satisfaction and communication is met during the entire call handling process.
• Ensure Service Level Agreement calls are attended to timeously and met.
• Control an assigned team of technicians and assign calls to the team.
• Communicate with technicians regarding calls, call priority and urgency of calls.
• Monitor technicians’ activity and ensure calls are attended to timeously and assigned accordingly.
• Updating technicians calls with notes on the call progress or any requirements for the call.
• Communicate and process calls logged with Dealer branches and update calls.
• Ensure any parts required are procured and ordered from the warehouse and notes are made on the call.
• Prepare quotations for customers.
• Updating and monitoring of calls daily.
• Monitor and manage daily call reports and action accordingly.
• Have experience and understanding of Microsoft Office products. Microsoft Word, Excel and Outlook.
• Analyze daily technical call reports, respond to queries and address concerns or issues needing escalation.
• Perform any other duties as assigned from time to time

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