Service Admin Clerk
Benoni, South Africa
As a Service Admin Clerk, you will:
Be involved in all aspects of the service administration department admin on various products related to service/warranty.
Update job cards on the CRM system or any other web portal as required.
Update and ensure all job allocations are done correctly according to requirements.
Update reports for warranties and agents using the CRM System.
Respond to e-mails regarding queries from the Internal & External Agents.
General Filing as is required.
All aspects and involvement in major appliances and spares that is within your scope.
Assisting in Audit requirements when they arise.
Communicating with the agents regarding all expectations and requirements from the company and/or clients as is required.
Customer Service (at all times have a client/ customer centric approach).
Service Providers – arrange all pickups and updates.
Update the all reports with regards to water heating and appliance returns.
COC completion reports for all areas as required.
Process all invoices pertaining to the service administration department for authorization.
Drafting technician’s incentives weekly.
Follow all required policies and procedure of the Company and as amened from time to time depending on the needs of the company
Complete and fulfill all other functions required by management from time to time that falls within your scope of ability
A Typical Day (each clerk will have a set of functions which may include all topics. Clerk functions will be allocated by the Line Manager)
Update job cards on web portal:
Working from all technician’s feedback to update the system on all technical points
Updating the web portal ensuring accuracy for 8D reporting
Job card completion, verification of stock and products used
Communicating with the internal & external agents regarding their reports and all requirement:
Follow ups on parts pending
Agent pickups not completed
COD cases to be ordered through spares
Call allocations & rescheduling
Clear communication and follow up with all agents
Drafting technician’s incentives weekly:
Time keeping updates daily capturing
Corresponding invoices to case numbers on work paid
Process invoices for authorization:
All Service Administration agent invoices
All Insurance invoicing
Verification and invoice capturing for all areas of the service administration department
All aspects and involvement in a water heating, major appliances and spares:
Managing Reverse logistics follow ups and communication
Communication to internal & external agents & customers
CRM updates on cases allocated
Credit process on stock returned and capturing
In this role, you will be dealing with Electrolux’s Internal and External customers and as such a client centric approach in all your activities is vital.
In Electrolux, we encourage open communication at all levels and put emphasis in dealing with our customers as well as colleagues with integrity and respect.
You will be working in the Service Admin Office, Benoni and within regular working hours and will be expected to work on certain predetermined and scheduled Saturdays
Who You Are?
Computer literate / MS Office/Excel
At least 5 years’ experience in service environment
Experience in utilizing (CRM/SAGE X3/ knowledge of advanced Excel and report functions)
Experience in water heating systems and Major appliances will be beneficial
Experience in warranty and insurance environment
Excellent People Skills
Ability to use own initiative and multi-task
Attention to detail
Interpersonal skills using tact, patience and courtesy
Communicate effectively both orally and in writing
Work independently with little direction
Ability to work under pressure
Fluency in English and any other language
Customer Service Orientated
Result and deadline driven
Honesty & integrity
Follow processes and procedures
Keeping you Healthy and Safe
We want you to return home in even better shape than when you started, so we need you to help us do this by making sure you follow a few simple steps. We need you to:
Make sure you take reasonable care for your own health and safety, and
Take reasonable care that what you do (or what you do not do when you should have) does not affect the health and safety of others, and
Follow reasonable instructions that we might give from time-to-time, such as reporting incidents and hazards, and
Follow policies or procedures, so long as it is reasonable and we have told you about it, and
Attend training that helps you to work safely