Service Controller at ASUS Nigeria

About the Job

• We are looking for a highly motivated and enthusiastic individual for the position of Service Controller (ASUS Service Partner (ASP) controller). 
• The successful candidate will be responsible for the service operations with specific accounts across English Speaking Africa region. 
• Help our customers with escalations and special cases when problems arise with our products. 
• Ensure customers satisfaction is met. Ensure that all repairs are closed within the desired repair time.

Responsibilities
Your primary tasks include:

• Controlling ASP (Asus Service Partner) performance in TAT and Quality;
• Pushing case process where needed;
• Monthly reporting + KPI (Key Performance Indicator);
• Handling of Escalation cases (Call center/Service partner related);
• Monitoring of daily WIP (Work in Progress);
• Weekly pending/TAT/SWAP analyzes;
• Monthly Customer satisfaction analyze;
• Weekly reporting Sales;
• Contact window for repairs;
• Checking and controlling of QR (Quality Related) cases.

Qualifications

• Undergraduate Degree or equivalent;
• Excellent verbal and written communication skills in English;
• Strong Excel & PowerPoint skills;
• Previous experience in a customer service role;
• The ability to respond appropriately under pressure;
• Analytical personality with sound judgment and excellent problem-solving skills;
• A positive attitude and the ability to build relationships with customers;
• An understanding of PC repair is a strong asset.