Service Coordinator: Hypercare
Johannesburg
About Us
At Ingersoll Rand, we are driven by an entrepreneurial spirit and ownership mindset and are committed to helping make life better. We are a global market leader with a broad range of innovative and mission-critical air, fluid, energy, specialty vehicle and medical technologies, providing services and solutions to increase industrial productivity and efficiency.
We are looking for talented candidates with a bias for action and an entrepreneurial spirit to join our team. We offer a broad range of opportunities to build a successful and rewarding career with an innovative company.
Job Summary
Responsibilities
- Receive all incoming calls, assist the customer and redirect the call to the correct department contact person. (new Sales, Accounts, Technical, Breakdowns, Rental)
- Handle incoming queries related to Sales or technical assistance
- Handle and respond to all incoming Web leads, assist the customer and follow up to ensure that the customer has been correctly assisted, maintaining a high level of NPS score.
- First responder to Chat Bot queries
- Execute ALP, Helix and I-Conn triggers.
- Assist the external sales team with Service and Parts quotations from an administrative role
- Place outbound calls to customers to promote new products and services.
- Handle incoming complaints
- Ensure all customer communication is captured on SFA, task set for Sale team, information flow
- Maintain a courteous and friendly disposition when interacting with customers
- Ensure daily shift call quotas and set targets are achieved
- Upsell products and services to customers when providing telecommunication
- Follow set communication guidelines in addressing the needs and problems faced by
- Build positive relationships with customers to enhance the overall image and public
- Ensure good working relationships with Technical and Sales departments
- Ensure good conformation flow internally between teams
- Verify all customer details (contact, asset and serial number as well as running hours) and
- Ensure all reports are done as and when required
- Additional adhoc duties as required
KEY COMPETENCIES
- Excellent Telephone , Email and Communication Skills
- Active listening and the ability to understand a customer’s requirements, concerns and respond
- accordingly.
- Adhering to principles and values of Ingersoll Rand
- Persuading and influencing
- Conflict resolution
- Delivering Results & Meeting Customer Expectations
- Coping with Pressure & Setbacks
- Adapting & Responding to Change
- Planning & organising
- Basic computer skills. SFA.
- Good Listening Skills
- Collaboration between teams
- Good time management skills.
- Attention to detail.
- A positive attitude
Basic Qualifications
- 5 years’ experience in sales or customer service environment (Essential)
Job related skills
- Call centre experience (desirable)
- Ability to effectively communicate at all levels of the organization
- Must be proficient in Microsoft Office (Essential)
- Experience of using CRM softwares (Essential)
Education
Grade 12 or equivalent (Essential)
Bachelor’s degree or National Diploma in Sales & Marketing (Desirable)
