Job Title: Customer care Agent
Department: Customer Service
Company: Titan Technologies SAL

Job Purpose
Responsible for representing the Company’s Service Center by providing administrative support to after sales clients, following –up their repair, swap and other requirements, and answering their queries in accordance to the company’s policy.

Key Accountabilities
General Operations

 Collect and document customer complaints related to hardware or software issues
 Check if the issue is covered under warranty or service contract.
 Validate the serial number and purchase date of the faulty equipment.
 Prepare and submit repair claims based on vendor-specific procedures.
 Fill out required RMA (Return Merchandise Authorization) forms with all supporting documents.
 Maintain a tracker for all submitted repair claims.
 Communicate with vendors regularly via email/phone to check repair progress.
 Provide clear updates to customers regarding their repair status.
 Coordinate with clients the delivery process of maintained products. Reports preferable actions and initiatives to Customer Service Manager and respective Technician, and follows-up implementation meeting clients’ exact needs.
 Escalate unresolved cases to management or vendor escalation points.
 Controls lending process of items, as alternatives when repairs take long time to be accomplished.
 Follows –up return of items to stock, when repair is accomplished, ensuring quantity and quality.
 Prepares, produces, and submits invoices for spare parts, installations, repairs and other after sale service provided by the Service Center
 Answers incoming calls and inquiries received from clients and dealers providing accurate information on the after-sale service and meeting clients’ satisfaction.
 Maintains records of all activities provided by the Service Center, including invoices and inventory and generates related periodic and requested reports ensuring accuracy and timely delivery.


Prerequisites
 Respects all of the company’s internal rules, policies and procedures.
 Analyzes and fills all required reports on daily, weekly, monthly and yearly bases.
 Sets a good example regarding punctuality, hygiene, attendance and attitude.
 Performs other duties in line with scope of work and as assigned by the direct manager when needed.

Qualification Requirements:

Educational degree: TS or BS degree in Business, Computer science, or equivalent
Computer Skills: MS. Office
Language Skills: English, Arabic
Experience: Minimum 1 Years