Job Description

Job Details

SPECIFICATION   

A distributor of computers and ICT products is looking for a Front Desk Clerk to be responsible for assisting clients with the booking in of goods for repairs, and collection of repaired goods. Work to solve problems quickly, maintaining a friendly and professional attitude even in the face of challenges, such as an irate client. Strive to provide customers with the best experience possible.    

DUTIES & RESPONSIBILITIES, NOT LIMITED TO:

Booking in and collection of repairs

• Complete all the fields on the book in page (fault description, contact details and condition of unit) with 100% accuracy, together with the notebook checklist and general checklist.
• Carry out warranty checks immediately during booking in on all units brought for repair.
• Phone or e-mail clients to collect stock and update studio.
• Return the repaired goods to the correct customer on collection with 100% accuracy.
• Escalate unresolved customer queries and complaints to the Supervisor within one hour.
• Maintain effective tracking of uncollected repairs.
• Follow up with clients on all outstanding confirmations or collections weekly.
• Report on action taken on uncollected repairs within a month.
• Ensure that all opened stock items returned for credit is checked by a technician before it is credited.
• Follow appropriate quality procedures at all times.
• Escalate problems or concerns to Supervisors or Technical Manager without delay so that the necessary solutions can be arranged timeously.

Communication   

• Greet clients in a friendly and professional manner.
• When already occupied in serving clients, acknowledge the presence of new clients as far as possible.
• Maintain excellent etiquette when communicating per e-mail or telephone.

Housekeeping     

• Maintain good housekeeping of the front counter at all times.
• Be meticulous on your personal appearance as face of the business at the front counter.

General         

• File all paperwork daily.
• Carry out warranty checks as requested for website enquiries.
• Check all shelves in the customer store on Mondays, Wednesdays and Fridays to compare stock list with actual stock.
• Follow Quality procedures and Health & Safety requirements at all times.

REQUIREMENTS  

• Matric
• Reception courses e.g., telephone etiquette
• Minimum 1 years’ experience as a receptionist preferable
• Good knowledge of general administrative processes
• Good knowledge of relevant technology and terminology
• Computer literacy, especially Microsoft Outlook.

Competencies:

• Logging accurate fault descriptions and details
• Correctly returning goods to clients
• Attention to detail
• Task focused
• Excellent customer service
• Pressure resilient
• Team player
• Professional image
• Assistance with general queries