Customer Service Representative (Service Centre)

This role is responsible for handle incoming customer complaints made via telephone, fax and e-mail as well as create and update all customer service card records and efficiently schedule the Service Technicians for home visits.

A.S. Bryden & Sons (Trinidad) Limited

We are seeking to recruit a suitable candidate for the following position in the Home & Hardware Division:

Customer Service Representative (Service Centre)

Major Responsibilities & Accountabilities:  

• Checks and responds to telephone calls, emails, faxed correspondences and social media communications on a daily basis effectively handling all customer inquiries and complaints with the highest degree of courtesy and professionalism
• Maintains strong knowledge of Home and Hardware portfolio of products so as to offer advice to customers on basic troubleshooting
• Communicates with the Service Technicians and Service Centre Supervisor daily, to ensure the successful assignment of service jobs and completion of service repairs within the company’s approved timelines
• Contacts customers on a daily basis and efficiently schedules home service visits for large appliance repairs within 24 hours of receipt of the complaint to ensure maximum technician productivity and customer satisfaction
• Opens and closes service jobs in VAI (S2K) daily and updates the system with customer information, complaint details, technician reports, findings, remedies and notes
• Provides updates to Retailers within 24 hours after the completion of customer repairs
• Makes courtesy calls to customers on a daily basis to follow-up post completion of service repairs
• Communicate with the Service Centre Supervisor on difficult customers, scheduling challenges, and/or any matter that require resolutions and intervention by a Supervisor
• Follow up with the Spare Parts Supervisor on parts orders and provide customers with timely updates on outstanding repairs and pending parts orders
• Assists with telephone inquiries on parts inquiries, pricing and availability

Knowledge & Experience:

• A minimum of five (5) CXC passes, including Mathematics and English
• A minimum of two (2) years of experience in a similar role
• Proficient with Microsoft Office applications and any other related software

Key Competencies:

• Excellent interpersonal and communication skills (both verbal and written
• Courteous and professional mannerisms
• Good organizational skills and multi-tasking capabilities
• Good team player
• Resourceful and has initiative

Thank you for your interest, but please note that only shortlisted candidates will be contacted.