Customer Service Executive - Trent Park Lifts


Job Title : Customer Service Executive - Trent Park Lifts
Location : Lagos
Company : Trent Park Lifts
Salary :
Open Date : 2021-09-16
Close Date : 2022-01-16

Job Details

Location: Lekki Phase 1, Lagos
Employment Type: Full-time

Roles & Responsibilities

Service Delivery:

  • Prepare annual maintenance schedule in line with contract per site and issue to engineers
  • Ensure 100% maintenance visit in line with the contract
  • Monitor call back and shut down rates – and strive for a reduction in the rates
  • Act as the point of contact between the clients and the business
  • Undertake the tasks of receiving calls, take messages, and routing correspondence
  • Attend to and resolve customers’ queries promptly and courteously.
  • Handle requests, orders and queries promptly and appropriately
  • Generate customer reports
  • Generate quotations for repair works
  • Conduct planned and unplanned site visits to ensure service quality
  • Manage relationships with key customers, site contacts, and handling customer complaints efficiently
  • Collaborate with engineers to manage technical aspects of lifts service, and advise clients on solutions
  • Working with the sales team, increase service portfolio
  • Provide monthly report to line Director in an agreed format
  • Generate invoices for client payment
  • Prepare debt recovery schedules and reconciliation
  • Manage debt portfolio
  • Carry out general administrative and business support duties.
  • KPI’s:

  • Call back (Breakdown) rate 3 or less per annum
  • Shutdown rate (90% live/annum)
  • 10% growth in non-TPL equipment service site per annum
  • Contract growth minimum 10% + Inflation rate per annum
  • Accident – Fatality (Zero); Major (Zero); Minor bruises, sprains etc. (TBA)
  • Collection on invoices (over 90 days less than 10%)
  • Debtors (less than 10% of service turnover)
  • Requirements:

  • Bachelor's degree in Accounting or Business-related degree required.
  • Must be able to manage client relationship.
  • Must have a minimum of 1-year experience working within a fast-paced service environment
  • Sound Microsoft Office skills to include MS Excel, PowerPoint presentation, and word respectively.
  • Must be able to interface and work independently, comfortably, and effectively with employees at all levels
  • Must be able to plan, implement, evaluate, and report activities
  • Must be able to communicate effectively both in writing and in preparing electronic documents
  • Previous experience in a similar role is required.
  • Residents of Ikoyi, VI. Lekki or Chevron environ preferred for the role due to ease of transportation.