Service Expert
The Service Expert delivers high-quality customer support across phone, email, chat, and social media channels. The role focuses on resolving customer inquiries, troubleshooting appliance issues, scheduling service technicians, and managing sales orders.
Key Responsibilities:
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Provide customer service support via phone, email, chat, and social media.
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Manage and resolve consumer inquiries with a focus on First Contact Resolution (FCR).
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Troubleshoot product issues using manuals and technical resources.
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Schedule and dispatch service technicians when on-site support is needed.
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Process and manage sales and service orders for consumers and business partners.
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Maintain accurate customer account records and document all interactions.
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Balance customer satisfaction with business objectives when making decisions.
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Collaborate with internal teams and external service partners for issue resolution.
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Stay current on products, services, and procedures.
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Identify and suggest opportunities for service process improvements.
Success Measures:
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Meet or exceed Key Performance Indicators (KPIs).
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Achieve Subject Matter Expert (SME) status in consumer service functions.
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Progression toward Senior Service Expert – Service Business Support role.
Qualifications:
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Education:
High School Diploma or equivalent. -
Experience:
Minimum 1+ year in a customer-facing role. -
Skills:
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Strong problem-solving and decision-making skills.
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Excellent written and verbal communication.
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Ability to multitask and remain professional under pressure.
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Customer-first attitude with a focus on continuous improvement.
Why Choose Clark?
- Inclusive & Supportive: We welcome diversity, ensure equal opportunities, and provide reasonable accommodations for interviews.
- Expert Guidance: Our experienced recruiters are dedicated to finding the right fit for you.
- Personalised Support: We’re with you every step of the way to ensure a smooth job search.
- Ready to take the next step? Apply now.
INDCLA
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