Customer Service Representative

Job Description

Main Job:

Direct customer contact for "first line contact" to receive customers service requests.
Monitor the daily operation and escalate to the Service Operation Manager according defined parameter
Monitor Customer Satisfaction on line according Service Marketing requirements

Area of responsibility:

Receive customers calls / information any kind
Allocate service incident
Forward if not an service incident to the respective department

Enter service incident into SAP system
Check SLA, contract condition, warranty, creditability information
Receive and distribute ticket / notification number as required

Forward service incident to respective technical support (TSE) in time and w/o any delay
Escalate to Service Operation Manager when resource is not available

Monitor customer satisfaction on every finished service on daily bases
Generate daily performance reports as defined

Support operational group (tech-support / dispatch / logistics) in administrational work

Operate and control logistical activities within Customer Services
Order and return spare parts from / to global CS Logistic Centers
Control and deliver tool and test equipment

Organization: Siemens Healthineers

Company: PT Siemens Healthineers Indonesia

Experience Level: Experienced Professional

Job Type: Full-time

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