Job Title: Aftersales & Continuous Support Administrator

Location: Benoni

Overall Purpose of the Position: We are looking for a proactive Aftersales & Continuous Support Administrator to join our team. This role involves providing comprehensive administrative support to the aftersales and site services team. Key tasks include maintaining client databases, processing orders and returns, coordinating with suppliers, handling client inquiries, and assisting with data analysis and report creation.

Key Responsibilities:

1. Administrative Support:

   • Maintain client databases and process orders and returns.
   • Coordinate with suppliers and handle client inquiries.
   • Assist in creating reports and analyzing data related to aftersales activities.

2. Technical Support:

   • Provide technical support to clients, including answering questions, troubleshooting issues, and providing guidance on maintenance and repair procedures.
   • Respond to client inquiries via phone, email, or in-person.
   • Escalate technical issues to higher-level support teams when necessary.

3. Customer Service:

   • Deliver excellent customer service by handling client inquiries and concerns professionally and promptly.
   • Resolve client complaints and ensure client satisfaction.
   • Develop and maintain positive relationships with clients.

4. Warranty Claims and Returns Processing:

   • Process warranty claims and returns according to company policies.
   • Communicate with clients about the status of their claims and returns.
   • Maintain accurate records of warranty claims and returns.

5. Repair and Maintenance Coordination:

   • Coordinate repair and maintenance services, including scheduling appointments with technicians.
   • Communicate with clients about the status of their repairs.
   • Ensure timely and satisfactory completion of repairs and maintenance services.

6. Sales Support:

   • Provide product information and technical support to sales representatives.
   • Identify potential upsell and cross-sell opportunities.
   • Assist with sales presentations and demonstrations.

7. Data Management and Analysis:

   • Maintain accurate and up-to-date client data.
   • Analyze client data to identify trends and opportunities for improvement.
   • Generate reports on client activity and trends.

Qualifications:

• Academic: Diploma in Sales/Marketing or an Engineering-related Technical field.
• Experience: One or more years in aftersales or customer services, with experience in a technical field being an advantage.

Essential Skills and Knowledge:

• Excellent problem-solving skills to quickly analyze problems and provide solutions.
• Basic technical understanding of the company's products and services.
• Knowledge of engineering principles and technical products.
• Familiarity with industry-specific regulations and standards related to warranties and repairs.
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency in Microsoft Office applications and CRM software.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Basic understanding of sales and marketing principles.

Performance Deliverables:

• Technical Support: Average response time, first contact resolution rate, and number of unresolved issues.
• Customer Service: Client satisfaction, net promoter score, client retention, and follow-up support frequency.
• Warranty and Claims Processing: Accuracy in processing, resolution rate of issues, and feedback frequency.
• Repair and Maintenance Coordination: Timeliness and client satisfaction with repairs and maintenance.
• Sales Support: Revenue generation from upselling, feedback to management, and sales team satisfaction.
• Data Management and Analysis: Timeliness and frequency of reports, and feedback to management.

Apply Now: If you are a highly organized and detail-oriented professional with a passion for customer service and technical support, we encourage you to apply for this exciting opportunity.