Customer Care Aftersales Service

"Basic knowledge of computers is required; tech savvy will be an added advantage.
Team Player, Responsible and Good Self-Discipline
Practices Empathy and Positive Language when attending customer calls.
Strong phone contact handling skills and active listening skills.
Familiarity with CRM (Salesforce) and (Cloudtalk) System practices will be an added advantage.
Excellent communication and presentation skills.
Ability to multi-task, prioritize, and manage time effectively."

"Job Descriptions:
Provides the Best Customer Care experience to Machines Service’s Customer through personalized phone services.
1. Identify customer’s needs and provide solutions to customers up to or exceeding customer expectations.
2. Service Recovery: Understand and resolve customer’s concerns and complaints while searching for the best recovery strategy for customers.
3. Provides insights about Apple after-sales services, warranty claims, and After-sales related information.
4. Alerts management for issues that may require further escalation for complete resolution, or which may indicate a larger, underlying problem.
5. Assigns cases or acts on any required customer follow-up.
6. Meet KPIs set by superiors like average handling time, chat response rate, and customer satisfaction score.
7. Attend to emails, calls, WhatsApp, Salesforce cases/tags/chatter.
8. Uses technology and system tools as directed and within established guidelines.
9. Maintains full confidentiality of customers information and data.
10. Communicate with the Service PIC team regarding customer enquiry, service repair status, warranty status, after-sales service information, part availability and appointment.
11. Provides constant feedback from customers to improve Service Contact Centre.
12. Liaise with Apple Care Team (General Enquiry about service centers and PIC)"