Customer Service Advisor

The Legends Agency; Johannesburg; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading company in Johannesburg is seeking a Customer Service Advisor to provide administrative, sales, and technical support for their Service Centre. The role involves managing workshop operations, supporting field service technicians, and maintaining customer relationships. Ideal candidates will have extensive experience in a similar role, strong communication skills, and proficiency in advanced Excel and SAGE X3. This full-time position offers the opportunity to contribute to a dynamic team focused on delivering exceptional service.

Qualifications

• 23 years experience in a similar role, preferably in engineering or technical workshop.
• Experience in service centre planning and management.

Responsibilities

• Provide administrative and support services for the Service Centre.
• Handle sales responsibilities and service quotations.
• Update and maintain records and databases.

Skills

Advanced Excel

Strong people skills

Communication

Project management

Education

B.Tech in Mechanical Engineering

B.Tech in Electrical Engineering

B.Tech in Industrial Engineering

Tools

SAGE X3

Job description

As a Customer Service Advisor, you will be responsible for providing administrative, sales, and technical support on services and workshop repairs to facilitate the functionality and operation of the Service Centre. You will support field service technicians and build and maintain excellent customer relationships.

Main Tasks

1. Provide a range of administrative and support services, including records management, preparing routine correspondence, and coordination to support the effective operation of the Service Centre.
2. Monitor workshops for equipment functionality, including workshop tools and specialized tools.
3. Manage stores for kits and parts required for repairs, both local and international.
4. Monitor the asset fleet, including the loan fleet.
5. Update and maintain records and databases, complying with administrative systems and processes (e.g., Leankit, Tegralmed).
6. Respond to enquiries, escalate, and redirect issues as required to ensure the provision of accurate information (customer feedback, complaints, suppliers).
7. Handle sales responsibilities, including counter sales, service quotations for all service centres, generating service leads, and ensuring purchase orders are received for current jobs.
8. Provide administrative support for field services.
9. Prepare regular service forecasts and reports on current workshop status.
10. Follow and maintain established procedures and policies to ensure smooth operations.
11. Write reports for workshop activities.

KPIs

1. Johannesburg Workshop services - To be discussed
2. Johannesburg Field Services - To be discussed
3. Branch Service Centres - Quotations and follow-ups - To be discussed
4. Completion of month-end tasks by deadlines
5. Planning and scheduling spare parts for field service technicians
6. Experience: 23 years in a similar role, preferably in an engineering or technical workshop environment
7. Experience in service centre planning and management
8. Advanced Excel skills, including SAGE X3
9. Strong people and communication skills
10. Accuracy and speed in work
11. Experience in a customer-facing environment
12. Project management and planning skills

Minimum Educational Level Required for the Role

• B.Tech in Mechanical, Electrical, or Industrial Engineering, or a strong background in service and operational environments.

Stakeholders

Internal (including global stakeholders)

External

• Supply Chain
• Customers

Key Skills

Employment Type: Full Time

Experience: 23 years in a similar role

Vacancy: 1

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Service Advisor • Johannesburg, Gauteng, South Africa