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:

  • Provide customer service support via phone, email, chat, and social media.

  • Manage and resolve consumer inquiries with a focus on First Contact Resolution (FCR).

  • Troubleshoot product issues using manuals and technical resources.

  • Schedule and dispatch service technicians when on-site support is needed.

  • Process and manage sales and service orders for consumers and business partners.

  • Maintain accurate customer account records and document all interactions.

  • Balance customer satisfaction with business objectives when making decisions.

  • Collaborate with internal teams and external service partners for issue resolution.

  • Stay current on products, services, and procedures.

  • Identify and suggest opportunities for service process improvements.
     

Success Measures:

  • Meet or exceed Key Performance Indicators (KPIs).

  • Achieve Subject Matter Expert (SME) status in consumer service functions.

  • Progression toward Senior Service Expert – Service Business Support role.


Qualifications:

  • Education:
    High School Diploma or equivalent.

  • Experience:
    Minimum 1+ year in a customer-facing role.

  • Skills:

    • Strong problem-solving and decision-making skills.

    • Excellent written and verbal communication.

    • Ability to multitask and remain professional under pressure.

    • 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.
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