CUSTOMER SERVICE REPRESENTATIVE

Looking to work from the comfort of your home?

Prefer morning shifts to kickstart your day?

We're hiring Customer Service Representative to join our Customer Service team If you're ready to grow professionally while enjoying the flexibility of remote work, this opportunity is for you

Why Join Us?

Grammar Electrical has been a trusted, family-run business since 1948, and we pride ourselves on creating a workplace that values its team. Our commitment to fostering a positive and supportive environment is reflected in everything we do.

Here's why remote workers like you thrive with us:

Autonomy: Take charge of your work and make your mark.

Growth Opportunities: Expand your skills and advance your career as we grow into new regions.

Supportive Environment: Be part of a team that has your back, values your input, and invests in your success.

What We Offer:

• Permanent Work from Anywhere
• Morning Shift (NZ Timezone)
• Competitive Pay
• Paid Leaves
• NZ Holiday observance
• HMO/Medical Allowance

Work Hours

• 8 hours per shift (Follow the Sun model)
• Shifting schedule
• Weekends and holidays

Technical Requirements:

• For this role, you will need your own & backup laptop/desktop with video (i5 or higher)
• Internet Connection of not less than 50MBPS
• Noise Cancellation headset
• Own backup power supply or power station to ensure minimal disruption during power outage
• Dual monitor to ensure efficiency in toggling from one application to another.

Duties & Responsibilities:

Create / Call Intake

• Attend to phone inquiries and customer call back requests
• Ensure Customer Satisfaction at all times
• Take all details required from the customer and the job requirement information into the available systems (Simpro, Dialpad)
• Create job bookings / request for quotes coming from phone inquiries
• Coordinate job information with the internal team as necessary (such as scheduling)
• Ensure 100% accuracy of job details are documented on Simpro including schedule preferences, notes for the technician, customer details
• Promptly communicate job request updates to both external and internal customers
• Process customer deposit via phone or send the payment link to the customer as needed

Quote /Leads Follow-up

• Follow up on quote approval from customers within the specified time and rhythm
• Follow up on new quotes from the estimator
• Facilitate outbound calls and emails to customers with previous inquiries (leads)
• Conducts outbound calls for missed calls to check for possible bookings

Administration

• Manage creation and placement of Purchase Orders
• Coordinate Purchase Orders that require cash payment with the AP Team
• Coordinate Purchase Orders that are non-job related to the HR Team for processing
• Follow up on PO approval, ETA with suppliers and coordinate delivery location with Suppliers and Technician
• Document required service information into available systems (simPRO, shared files)
• Perform other admin duties that may be assigned to the Service team

Chat & Email Management

• Attend to customer chat, email inquiries, and requests
• Take all details required from the customer and the job requirement information into the available systems (simPRO)
• Coordinate job information with the internal team as necessary

Technician Scheduling

• Check the availability of the technician according to the Technician Service Matrix and assign the technician for the job after confirmation of the availability
• Provide updates to the CSRs on the available schedules so that they can negotiate the schedule during job booking
• Coordinate the schedule with the customer
• Coordinate urgent schedule changes to the technicians (same-day booking or cancellations)
• May be assigned to schedule other activities of the technician (e.g. stock take, leaves, trainings, tool box meeting, staff bbq, etc.)

Pending and Progress Jobs

• Check Pending and Progress Jobs
• Assign coordination needed for outbound calls to CSR, thru email to Admin

EOD Check

• Conducts and facilitates EOD check to coordinate schedule for the next day or so

Ad hoc

• May be assigned to cover for Admin tasks when needed
• May be assigned other tasks in Service

Kindly check your email as we will be sending assessments. This is an urgent hiring so we'd appreciate it if you could take the tests as soon as possible.

We will get in touch with you ONLY if you pass the assessments and make it to the shortlist of candidates. Given the volume of applications, if you don't get to hear from us in 2 weeks, it means that you are not part of the shortlist. However, we will still keep your applications in our active file for the next 6 months just in case we have vacancies that will fit your qualifications.