Recovery and Control (Technical Support) at The Concept Group

Job Description

• The Technical Support Officer will act as a liaison, provide product and services information and resolve any emerging problems that Concept Nova clients might face with accuracy and efficiency.
• The target is to ensure excellent service standards and maintain high customer satisfaction.

Duties and Responsibilities

• Providing administrative support for Control Room Officers on the field during recovery operations and emergency situations
• Effectively managing large amounts of incoming call and email enquiries from vehicle owners or their representatives and responding promptly to them
• Providing information, advice and assistance to clients or vehicle users under Concept Nova’s jurisdiction and following up to ensure resolution
• Ensuring that records are updated daily in the Control Room with regards to customer databases, vehicle status reports, subscription detail for client and termination status on the grid as well as vital information via dedicated software provided
• Ensuring that all vehicles on the grid are accounted for
• Generating sales leads
• Identifying and assessing customers’ needs to achieve satisfaction as well as handling and resolving customers’ complaints by following communication procedures, guidelines and policies for resolving issues
• Building sustainable relationships of trust with customers through open and interactive communication
• Taking the extra mile to engage customers by responding promptly to their inquiries and providing accurate, valid and complete information from customers by using the right methods or tools
• Handling complaints, providing appropriate solutions or alternatives within the time limit and following up to ensure resolution
• Obtaining and evaluating all relevant information to handle product and service inquiries
• Setting up new customer accounts and performing customer verifications
• Organizing workflow to meet customers’ timeframes by processing orders, forms, applications and requests
• Providing feedback on the efficiency of the customer service process
• Any other tasks assigned by the Supervisor.

Requirements

• Minimum of B.Sc./ B.Eng. / HND in Science or Engineering with relevant experience
• Possess a positive attitude and pleasant demeanour
• Hard-working and committed to the role and the organization
• Desire to provide quality client service and support
• Meticulous and highly attentive to detail
• High level of integrity and regard for confidentiality
• Professional presentation
• Ability to work effectively and collaboratively in a team.