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1. Customer Service

• Maintain a positive, professional, and customer-focused attitude at all times.

• Demonstrate in-depth knowledge of all company products and services and respond effectively to customer inquiries.

• Receive, address, and resolve customer complaints within agreed Service Level Agreements (SLAs).

• Communicate with customers through multiple channels and provide timely responses to inquiries.

• Analyze customer service trends and propose solutions to improve service delivery and meet business objectives.

• Ensure all service center operational standards are consistently adhered to.

• Monitor and maintain optimal stock levels through regular stock takes and effective inventory control.

• Uphold the company brand by ensuring the service center is clean, organized, and welcoming at all times.

• Support sales and after-sales requests from customers and internal teams.

• Follow up on customer issues through to resolution in line with the established after-sales escalation procedures.

2. After-Sales Support

• Ensure all after-sales issues are logged through the ticketing system and accurately tracked.

• Maintain detailed records of customer interactions, complaints, and resolutions.

• Provide timely feedback and updates to customers regarding their queries and after-sales issues.

• Troubleshoot and resolve non-technical after-sales issues at the service center level and escalate unresolved issues to the after-sales product team.

• Ensure availability of spare parts and maintain proper inventory management.

• Prepare and submit reports on service center activities, inventory status, and after-sales performance.

3. Sales and Business Development

• Work closely with the supervisor to develop and achieve daily sales KPIs, including sales targets, lead generation, and sales call logs.

• Achieve assigned sales targets in line with the company’s commission structure.

• Generate quality leads and conduct consistent follow-ups to convert leads into sales.

• Implement effective sales strategies such as product demonstrations, market outreach activities, and customer referral programs.

• Carry out any other duties as assigned from time to time.