Welcome Centre Agent

About

The Welcome Centre Agent plays a key role in delivering an exceptional customer service experience, often serving as the first and last point of contact for customers. The main function of this role is to ensure that all technical after-sales interactions are handled professionally, accurately, and promptly, consistently exceeding customer expectations. This role contributes to achieving business targets and maintaining strong client relationships for future value creation.

Key Responsibilities:

• Act as the primary point of contact for customers, handling all types of service and spare parts enquiries.
• Manage the spare parts order process from enquiry to invoicing, including quotations.
• Process service requests, including scheduling internal and field resources via the dispatch portal.
• Monitor service and support resource schedules to ensure prompt execution of service/repair requests and track efficiency.
• Provide daily reports on the utilization and scheduling of service and support resources.
• Capture and file support resource timesheets, quotes, and orders.
• Monitor spare parts inventories and place orders as required.

Qualifications & Skills:

• Experience in a customer service environment.
• Excellent written and verbal communication skills suitable for a professional setting.
• Confident and empathetic in interacting with customers, taking ownership of enquiries and resolving them efficiently.
• Self-motivated and able to work in a fast-paced environment.
• Proven ability to work in an organized, structured, and diligent manner, both independently and in a team, managing multiple projects to completion.
• Technical awareness to appropriately match or allocate resources to technical issues.
• Experience with SAP Business One is an advantage.
• Intermediate working knowledge of MS Office suite