Careers / Repairs Liaison Officer - Longmeadow

ACDC Dynamics a leading manufacturer, importer, and distributor of quality products in the electrical, electronics, pumps, and tools industry is looking for an experienced and dynamic Repairs Liaison Officer to contribute to our company’s objectives.
Purpose of the Role

The Repairs Liaison Officer is responsible to provide superior customer service by attending to and solutioning all repairs’ queries in professional manner and within the agreed timelines.

Key Performance Areas

• Query Resolution
• Attend to all client repairs queries timeously, professionally, and effectively within the agreed SLA (timelines)
• Provide solutions to clients when deviations from agreed processes / contracts are identified
• Communicate service failures and query differences to clients
• Identify preventative repetitive service failures and communicate to clients as well as the Manager

Client Relationship Management

• ​Build and maintain efficient client relationships by providing feedback timeously and in a professional manner
• Frequently engage with clients to maintain relationships
• Compile a Database of all clients
• Escalate route cause analyses to Manager of all queries to improve on grey areas

Administration

• Communicate status of all client queries daily to Management
• Conduct daily meetings with Management to determine service failures and provide feedback on specific instances of poor client service
• Log all queries on the Incident report, update the report timeously and close all finalized queries on the report
• Engage with the key areas to provide regular feedback with regards to open / overdue queries
• Update Database of all customers/clients with contact details

Reporting

• Provide regular feedback to Management team with regards to unresolved queries

Education & Qualifications

• Matric + Relevant qualification in supply chain management, or business administration

Experience:

• Great Analytical skills
• Problem solving and decision-making skills
• Well-developed written and verbal communication skills