Service Coordintor : Hypercare

Ingersoll-Rand Plc; Johannesburg; On-site; ZAR 240,000 - 380,000; Full time

Job summary

Ingersoll Rand is looking for a Hypercare Agent in Johannesburg to enhance customer satisfaction through exceptional service. This role involves both inbound and outbound calls focused on customer service and sales, requiring a proactive attitude and the ability to resolve issues effectively. Candidates should adeptly handle customer enquiries, support sales initiatives, and maintain positive relationships across teams.

Qualifications

• 5 years' experience in sales or customer service environment.
• Call center experience desirable.
• Effective communication skills at all organizational levels.

Responsibilities

• Receive incoming calls and assist customers.
• Handle complaints and queries, ensuring customer satisfaction.
• Execute administrative role in supporting external sales team.

Skills

Excellent Communication Skills

Active Listening

Persuading and Influencing

Adaptability

Basic Computer Skills

Education

Grade 12 or equivalent

Bachelor's degree or National Diploma in Sales & Marketing

Tools

Microsoft Office

CRM Software

Job description

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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 The Hypercare Agent will be the liaison between our company and its current and potential customers.

The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries, keeping customer satisfaction at the core of every decision and behavior.

The role will consist of both incoming and outbound calls focused on customer service and sales and could potentially evolve into a shift-based role that would require a day shift, night shift as well as weekends.

The Hypercare agent`s primary role is to deliver exceptional service and customer support as every customer at Ingersoll Rand is seen as a premium and high priority customer.

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 assistanceHandle 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 queriesExecute ALP, Helix and I-Conn triggers.Assist the external sales team with Service and Parts quotations from an administrative rolePlace outbound calls to customers to promote new products and services.Handle incoming complaintsEnsure all customer communication is captured on SFA, task set for Sale team, information flowMaintain a courteous and friendly disposition when interacting with customersirrespective of their temperament

Ensure daily shift call quotas and set targets are achievedUpsell products and services to customers when providing telecommunicationSolutions

Follow set communication guidelines in addressing the needs and problems faced bycustomers

Build positive relationships with customers to enhance the overall image and publicperception of the company.

Ensure good working relationships with Technical and Sales departmentsEnsure good conformation flow internally between teamsVerify all customer details (contact, asset and serial number as well as running hours) andupdate SFA timeously.

Ensure all reports are done as and when requiredAdditional adhoc duties as requiredKEY COMPETENCIES Excellent Telephone , Email and Communication SkillsActive listening and the ability to understand a customer's requirements, concerns and respondaccordingly.Adhering to principles and values of Ingersoll RandPersuading and influencingDelivering Results & Meeting Customer ExpectationsCoping with Pressure & SetbacksAdapting & Responding to ChangePlanning & organisingBasic computer skills.

SFA.Collaboration between teamsBasic 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 organizationMust 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)

Special AccommodationIf you are a person with a disability and need assistance applying for a job, pleasesubmit a request .

Lean on us to help you make life betterWe think and act like owners.

We are committed to making our customers successful.

We are bold in our aspirations while moving forward with humility and integrity.

We foster inspired teams.

Ingersoll Rand is committed to achieving workforce diversity reflective of our communities.

We are an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request and a member of our team will contact you.

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Service Coordintor Hypercare • Johannesburg, Gauteng