Service Advisor at Mantrac Nigeria Ltd

Summary of Responsibilties

• To serve as a front-line service liaison between the company and its customers. This role involves delivering exceptional customer service through various channels, such as phone, email, and live chat.
• Key responsibilities include addressing customer inquiries/complaints, resolving technical issues, and providing accurate information about products or services.
• The Service Advisor is expected to cultivate positive customer relationships by actively listening to concerns/complaints, empathizing with customers, and offering effective solutions.
• Additionally, the role plays a crucial part in processing customer orders, ensuring timely and satisfactory resolution of any problem that may arise.

Main Functions

• Investigate and resolve customer complaints with a focus on achieving customer experience satisfaction in a more professional manner.
• Handle customer calls and messages forwarded from the Call Center and Technical Chat Line on a regular basis.
• Proactively initiate Work Orders using in-house Customer Interview Form (CIF) on Salesforce.
• Conduct preliminary connectivity checks using various CAT Service Data and disseminate findings through MS Teams channel/CAT Interact.
• Utilize remote diagnostic tools effectively and efficiently for solution determination.
• Follow up and finalize Work Orders/Customer Interview Forms for intended jobs on Salesforce.
• Actively promote product link retrofit and troubleshoot non-reporting issues of customers assets regularly.
• Assist in the timely transmission of service reports, Technical Analysis 1 (TA1), and customer feedback.
• Create new Work Order or continue with existing intended Work Order for Incremental Business.
• Review and close of Work Orders.
• Performing more detailed technical checks using CAT Service Data to be able solve customers’ issues.
• Passing on unresolved technical issues for further solution determination to the traditional Service Supervisor.
• Undertake any other related duties as required by the line manager.

Contacts:

• Customer representatives.
• All categories of MANTRAC management and staff/Service Department Personnel.

Relevant Information

• Education: Degree / HND in Mechanical/Electrical Engineering with at least 5 years relevant experience.
• Experience: A minimum of 2 years’ experience in service - Field service would be beneficial.
• Should have high degree of inter-personal, good written and spoken English and must be computer literate.