Job Details
- Job Type: Permanent
- Job Level: Junior
- Experience: 1 – 3 Years
- EE/AA: No
Position Overview
We are seeking a Customer Liaison to manage customer interactions, ensuring a smooth service experience and maintaining high levels of customer satisfaction. This role involves handling inquiries, coordinating service and repair requests, and serving as the key link between customers, technicians, and the service center team.
Key Responsibilities
- Act as the primary contact for customers regarding service requests, repairs, and warranty claims.
- Engage with high-value and strategic customers, including NPS ambassadors.
- Provide professional and courteous assistance via phone, email, and in-person.
- Communicate service timelines, costs, and repair progress clearly with customers.
- Address customer complaints and escalate complex issues when needed.
- Take ownership of customer expectations and service quality.
- Process payments and service requests, log repair jobs, and track progress.
- Work closely with technicians to prioritize urgent repairs and ensure timely service.
- Maintain accurate service records, including customer feedback and warranty claims.
- Generate and send service quotations, invoices, and payment confirmations.
- Follow up with customers to gather feedback and ensure satisfaction.
- Adhere to service center policies and quality standards.
- Act as a liaison between customers and technical teams, ensuring accurate communication.
Minimum Requirements
- Grade 12 certificate or equivalent.
- Customer Care Certificate/Diploma (advantageous).
- 2+ years’ experience in customer service, preferably in a technical or service center environment.
- Familiarity with Dynamics 365 (advantageous).
- Proficiency in Microsoft Office Suite (Word, Excel).
- Photography background or interest is a plus but not required.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Strong attention to detail and organizational skills.
