Your role as an Aftersales Support Officer will be crucial as you will be the front face for Scorptec Computers in assisting and advising Australian consumers and businesses after the purchase. Your personal and career growth and development matter to us, so we strive to provide with a fun and professional environment that focuses on you and your goals.
Full Job Description:
Deliver on your passion for customer support within our Aftersales Team. You will be collaborating and working directly with the management team from Scorptec Computers, a 25 year local and reputable IT reseller in Australia. You will not be treated as a BPO agent but will be rewarded with various growth and training opportunities.
We pride ourselves on our commitment to our customers, as such to be truly successful in this role you will always have the customers best interest at the forefront and strive to deliver the best possible customer experience.
YOU DESERVE THE BEST - Enjoy these Perks!
Daytime schedule
Continuous career development and certifications
Annual Appraisal based on merits
Regular awards and recognitions
Employee Savings Program
Additional HMO coverage with Dental (with dependent & pre-existing conditions accepted)
Life insurance
Paid-time offs
Free Daily Meals
Employee referral programs
This is where you’ll shine:
Customer support
Provide first point of contact support for any aftersales matters. An aftersales matter is considered any support a customer requires after their order has either been collected at the store or shipped from our warehouse or store. Such tasks include but are not limited to:
o Providing basic troubleshooting, level 1 technical support to customers
o Assist customers in applying for and following up on warranty matters
o Assist customers in following up any delivery concerns
This support will be provided by multiple communication channels, which predominantly include Phone, Tickets/Email, and Live Chat.
Handle customer aftersales matters for all business segments, including Retail, Online, Commercial and Marketplace.
To ensure that all correspondence and communication is clear and responses to the customer are handled in a prompt and timely manner.
You need to always show empathy and professionalism to the customer during the aftersales support.
Internal Communication
Liaise with the presales team (including the SSO, Commercial and Retail teams) to gather further information as required to assist in helping customers with their aftersales concerns
Work closely with the warranty department to ensure the customer warranty concerns are handled in a timely manner and any follow-up information is provided promptly to ensure a high level of customers satisfaction.
Participate in weekly and monthly aftersales meetings to discuss the performance, progress and plans of the department.
Participate in training sessions that may relate specifically to aftersales/customer service handling or technical and vendor type training. Some of which may be conducted outside of normal business hours.
What you’ll bring in:
A minimum of 2 years’ experience in a customer facing aftersales or customer service department.
Good Hardware Knowledge (Theoretical and Practical – builds and customizes PC) and Software IT Product Knowledge.
Strong passion for IT.
Fluent in English, both written and verbal.
Proven excellence in phone and customer service manner and skills.
Ability to listen to and empathise with customers.
Excellent time and task management skills.
Integrity, honesty, flexibility, good energy levels and ability to deal with stress.
Willing to work in a team environment.
Professional manner and neat appearance.
Excellent attention to detail.
Ability to work under minimal supervision.