Posted Dec 08, 2014
JOB SUMMARY:
This position is responsible to provide excellent customer service and administer the complaint process
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1) Take phone calls courteously and interact with customer/dealers to give them their required information
2) Record all customer and dealers complaints and follow predefined appropriate course of action to effectively handling all complaints
3) Make phone calls to dealers and customers for follow up and to obtain customer data
4) Enter all complaints in Job Box accurately with complete details of contact number and address
5) Present inspected complaints to Head of Department with warranty card attached with complaint form for approval of Further Action
6) Forward approved complaint cases to Sales Audit Department for pricing
7) In case of foam mattress coordinate with the dealer as well as customer to administer the process of foam replacement at the calculated replacement cost
8) Prepare daily pick list – mattresses to be picked from homes – and instruct truck-staff accordingly
9) Preparing gate passes for mattresses being picked from homes and to be sent to factory
10) Coordinating with factory staff through telephone, email and fax to ensure completion of repair at the earliest
11) Check customer data on daily basis for Birthdays & Anniversaries and send greeting SMS accordingly
12) Ensure repaired mattresses delivery to respective customer at the earliest
13) Carry out standard procedure of complaints from cities other than Lahore through the coordination of related dealer
14) Issue warranty cards to dealers with due approval from Head of Department
15) Keep record of warranty cards updated
16) Enter office copy of regulated warranty cards in CRM
17) Any other task assigned by the management regarding Customer Services
ADDITIONAL RESPONSIBILITIES:
N/A
SUPERVISORY RESPONSIBILITIES:
N/A
EDUCATION and/or EXPERIENCE:
Education: BBA, BBA (Hons) or any other equivalent qualification
Experience: Fresh
SKILLS REQUIRED/LANGUAGE SKILLS:
Technical skills:
· Customer Service Skills.
PERSONAL SKILLS:
Management / Interpersonal Skills:
· Telephone Ethics
· Communication Skills
· Team Work
· Time management
· Negotiation Skills
· Microsoft Office Suit
CERTIFICATES, LICENSES AND REGISTRATIONS:
N/A
WORK ENVIRONMENT:
N/A
WORK SCHEDULE / HOURS:
From 9:30am to 6:00pm
Job Details
Master Group of Industries
Since 1963, Master has been the most trusted name in bedding, furniture and health-care industry providing products of unmatched quality with guaranteed customer satisfaction. Innovating from a technical collaboration with Bayer(Germany), Master Molty foam evolved as a generic name for foam. This beginning was a confirmation that people were ready to give away orthodoxy and make room for real comfort. In 1997 Master launched the spring range branded CELESTE, not only did it revolutionize the bedding comfort but it also became the most demanded comfort level. Our vision has always been focused at WHAT NEXT in the quest to learn and experiment what the comfort and fashion expectations will become in time. Our continuous research and focused approach to keep the smile on our customers alive is the driving force that introduces new products. State of the art technology, finest craftsmanship, strict quality controls, and continuous consumer interactions rule out all possibilities of any concerns one might have while buying our products. Most recently, Memory foam unveiled another shining product of Master innovation at work. These breakthrough mattresses brought a new ideal to the mattress surface: indulgence, with progressive heat sensitive memory foams bringing healthier sleep surfaces and even healthier room environments to consumers. Our research departments and technical testing laboratories confirm Master standards of excellence, to innovate and to constantly formulate new and better foam applications designed for your comfort. In changing times, we continue to find new and innovative ways to meet the needs of comfort and relaxation converting luxury to necessity " just as " done for more than 4 decades.
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