Customer Service Associate

Accountabilities

Please note that every account works slightly differently, and they do not all provide the same services. Need to be quick to learn all the projects basic outline. Atleast need to have basic understanding of Project Management.

Quotes

Provide the customer with a quote for a potential event, with the information provided by the customer about the project.

Request processing

After receipt of a request for a job from the customer, validate and process the request, create Service Request Form to request an engineer, and create an entry in the relevant tracker database/spreadsheet.

Securing engineers

Liaise with the schedulers in the countries where the events take place to ensure an engineer gets assigned to the jobs. Manage the availability issues, try to re-schedule events with the customers or escalate the issue to the relevant people within NCR.

Confirming the event

Before each event, make sure that the customer knows the details of the engineer who will attend the site. Make sure that the relevant documentation and contacts have been forwarded to the engineer.

Pre-call to Engineers Before the visit

Good Communication skills will be key here. Call tech 4 days/2 days/24hrs/2hrs according to the customers requirement and ensure FE is ready for the visit and has all the prerequisites to ensure the activity takes place smoothly and without any last-minute surprises.

In case the Engineer raises any concerns or issues, make sure to engage the Internal & External stakeholders and keep them updated on the same in real-time to ensure the activity runs smoothly.

Closure / Pickup requests.

Get the closure details (time spent on site, travel time, number of trips, additional costs) from the engineer or the country scheduler. When equipment gets de-installed, arrange the collection of the equipment by courier service.

Billing

From the closure details, use a pricing matrix to calculate how much the customer should be billed for each event. Take part in billing reviews with the customer