Service Admin Clerk - Call Centre - Boksburg at BHBW South Africa Proprietary Limited

Purpose of the Role

• Perform clerical support function for the Aftersales department with specific reference to administrative support to the technicians. Perform related administrative tasks and process steps including record keeping, filing, and data processing.

Key Performance Areas

Service Administration

• Customer quote creation and rejection according to audit requirements
• Supplier purchase order creation
• Opening of customer/warranty/damaged/repair jobs - nationally
• Ensure authorization of service-related documentation
• Costing of service & warranty jobs - internal and external
• Goods receipt (migo) of supplier invoices
• Allocation of Technicians overtime and labour hours
• Filling of Service documentation
• Assist Area Service Managers with service documentation - change request, inter-region transfers, credit limit lift.
• Assist Technicians with general support and administration.
• Assist Accounts department with customer/supplier enquiries, reconciliation, and billing.
• Assist with Hour meter readings – collect monthly manual excess hours as per schedule.
• Processing credit transaction
• General administrative assistance - National

 National customer support function

• Provide support and service information to the Service Manager in all regions.
• National support by receiving of information with regards to breakdown
• Logging of customer calls received - updating customer information.
• Allocate and dispatch available technician by SMS (EMMS system)
• General Customer service – telephonic and email
• Re-route / Escalate customer complaints to appropriate Manager/resource.
• Ensure dashboards are updated timeously.
• Assist with vehicle tracking of Technicians.
• Maintain a safe working environment (according to safety policy and procedures)
• Achieve individual Balanced Scorecard and KPIs
• Effective self-management and performance ownership
• Adherence to any reasonable instruction 

Qualification, Experience and Competencies

Minimum Qualification

• Grade 12

Minimum Experience

• Administrative experience – minimum 1 year
• A technical background will be an advantage.

Competencies

• Self-starter with high level of initiative taking.
• Results/action oriented
• Flexible and adaptable
• Effective analysis of data
• Attention to detail.
• Customer service orientation
• Effective verbal and written communication skills
• Effective interpersonal relationships
• Computer literate – MS Office, SAP
• Team player
• Multi-tasking

Closing Date 25 July 2023