ROLE/JOB SUMMARY/RESPONSIBILITIES
The TOMRA Customer Care Representative is the first point of contact for our customers and partners and is responsible for providing excellent customer service. This includes answering customer calls, dispatching technicians / contractors and ensuring thorough documentation of the work. The role will support with installation planning. This role will work to a roster where shifts can be any day of the week including public holidays.
SPECIFIC RESPONSIBILITIES, legal demands, internal or external demands and/or specific documents and procedures:
- Answer calls from customer locations
- Provide hotline technical support to customers and colleagues in the field
- Address and resolve customer queries
- Dispatch and interact with technicians, colleagues and partners visiting sites
- Coordinate onsite maintenance and repairs
- Investigate customer complaints
- Escalate inquiries to the appropriate team, when necessary
- Pass customer feedback onto the relevant team to improve the company’s services
- Deliver a professional level of service at all times, this includes orally and written to internal and external stakeholders
- Provide support to the Service team on Service projects and initiatives
- Work with our ERP system (IFS) and other systems
- Work to team KPI’s
- Work to business SLA’s
- Perform setup and configurations to the machines remotely online
- Continue to seek general business optimization opportunities
- Ensure you take reasonable care for your own health and safety
- Ensure you take reasonable care that your actions or inactions do not adversely affect the health and safety of others
- Ensure all incidents and hazards at work are reported accurately and in a timely manner
- Plan delivery and installation of machines to customer locations as required
REQUIRED QUALIFICATIONS AND SKILLS:
- Technical/ Professional: Tech savvy. Experience using CRMs beneficial
- General: Strong communication, customer service and planning skills; Good at problem solving;
- TOMRA knowledge:
- Leadership skills:
- Additional Skills: Fluency in English required. Fluency in second language highly desirable
1. Position available for start-up as soon as possible.
2. Probation period: 3months.
Please note that recruitment for this position is being managed in-house. We respectfully request that recruitment agencies refrain from reaching out.