- Receive inbound service calls or receive visiting customer requests.
- Identify customer needs, provide service within agreed service levels or manage date / time commitments made to customers.
- Liaise with numerous internal (e.g. depot, field force, HSE focal points) and external parties (e.g. transport contractors) to achieve customer service resolution, where required.
- Maintain CRM system, logging all customer service Complaints (inbound and outbound) and action points, and refer logged processes where required.
- Manage own performance to achieve CSC key performance indicators targets.
- Focal point for maintenance calls. Receive calls from customer/provide ticket number/provide time of repair based on predetermined service level of agreements.
- Handling all maintenance requests on Daisy.
- Follow up with Engineering team for maintenance complaints.
- Focal point for all Facebook complaints and inquiries. Liaises with the communication dept./third party moderator to close all inquiries and complaints in a timely manner.
- On boards all concerned parties to be able to attend to FB inquiries and complaints accurately and in accordance with TE procedures and vision.
Hygiene/Security/Environment: - Understand HSE risks linked to one's activity as well as the most appropriate behavior to avoid them.
- Ensure that all processes are carried out in HSE risk free environment.
- Carry out the daily work in accordance with the HSE golden rules.
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