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.
INDCLA
-