rma control and customer relations officer

8 hours ago

Manila, National Capital Region, Philippines Gigahertz Computer Systems Full time ₱250,000 - ₱500,000 per year

DUTIES and RESPONSIBILITIES:

Customer Service Functions:

  1. Attend and address DTI and DSAT cases.

  2. Assist Head Office walk-in customers.

  3. Coordinate with internal and external support to resolve customer concerns; escalate unresolved issues when

necessary.

  1. Perform proper adjustments for incorrect or erroneous transactions (refunds, grievances, over/under payments,

etc.), ensuring compliance with policies.

  1. Prepare reports for all customer resolutions and maintain updated records.

  2. Communicate customer feedback to relevant departments to improve business processes.

  3. Analyze customer complaints to provide accurate resolutions.

  4. Answer online service inquiries, troubleshoot issues, and provide appropriate technical support.

  5. Oversee performance of Remote Support Personnel.

RMA Control B (Parts Inventory) Functions:

  1. Monitor and maintain vendor parts inventory (ASUS, ACER, Lenovo).

  2. Record deliveries, update databases, perform physical counts, and reconcile discrepancies.

  3. Receive, unpack, label, and deliver goods to respective areas.

  4. Pair units and parts for service repairs.

  5. Process and document return of used and non-moving parts as per vendor SLA.

  6. Log details of serviced units and order required parts via vendor web portals.

  7. Perform clerical duties including data entry and inventory reconciliation.

RMA Control C (Closing) Functions:

  1. Track unit repair progress to ensure SLA compliance.

  2. Escalate vendor requests (replacement or refund) when needed.

  3. Check uploaded functionality tests before closing case IDs on vendor portals.

  4. Request vendor approval for additional parts if required.

  5. Provide technical reports and part quotations to branches.

  6. Maintain accurate records of service closures in vendor portals.

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