Field Service Technician

Karachi

Job Description

Your challenge

  • You mainly work on Customer Complaint Resolution Resolution for Professional customers with the objective to close the customer's tickets 1) with the highest customer satisfaction 2) as fast as possible 3) against the lowest costs.
  • You will also work to deliver Service commitments (Extended Warranties, Life Cycle Services and Managed services 1) with the highest customer satisfaction 2) within agreed Service Level Agreement; 3) according to internal margin commitments

Your responsibilities

  • OPERATIONAL • Analyses & solve complaints keeps customers informed • Involves Business and/or central system center to obtain solutions in event of escalated complaints. • Keeps complaint data base up to date • Executes recall activities • Executes service obligations
  • CUSTOMER • Does on-site customer visits to investigate and analyze customer complaints • Realizes proactive communication to customers to keep them informed • Flags patterns of complaints towards customer satisfaction manager

Your team
You will be part of a dynamic Customer Satisfaction Team in Pakistan focussing on After Sales for both Consumer and Professional customers and Life Cycle Services delivery to Professional customers. The Pakistan team is part of a larger Customer Satisfaction Team serving also the Middle East and Turkey.

We are looking for
We are looking for a person with 3+ yrs of relevant experience in customer services and 3+ years in using customer service application & tools this person has a Technical mid level education or Bachelor Degree. We are looking at the following competencies:

  • Focuses on customers
  • Deep listening
  • Understands Technology/Software & Connectivity domains
  • Is adaptive, collaborative, and executes flawlessly
  • Delivers on commitments


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