NZ Customer Service Planner

5 days ago

Mount Albert, New Zealand BSH Home Appliances New Zealand Full time NZ$60,000 - NZ$80,000 per year

BSH Home Appliances is part of the Bosch Home Appliances Group. We make life easier with our products which include cooking, dishwashers, laundry, coffee machines, refrigeration, floor care and food preparation.

Join the BSH Customer Service Team as their CS Planner in this challenging & rewarding role.

As a Customer Service Planner, you will play a pivotal role in ensuring consumer-centric scheduling and coordination of Field Service appointments, while maintaining operational efficiencies for our Field Service Technicians. Your responsibilities will include overseeing the coordination of Field/Workshop/Refurbishment repairs and communications, ensuring industry-standard spare parts preparation in line with BSH requirements, and providing Service Counter functionality for walk-in consumers at the UnserHaus Service Centre. You will manage the efficient availability and coordination of Field Service resources, handle Internal Control Systems, and serve as an operational interface between external and internal stakeholders and the Field Service/Workshop team.

What the job involves:


• Daily co-ordination of the Field Service Technicians and Apprentices


• Daily management of the Field Service Planning Board for Tour Planning.


• Urgent and escalated appointment booking with consumers.


• Management of the Spare Parts reservation screen and subsequent appointment booking with consumers.


• Assistance with Technician Spare Part Pre-prepping.


• Assistance with Workshop scheduling and co-ordination.


• Assistance with Internal Control Systems tasks relating to Field Service.


• Assistance with technician training, H&S tasks and co-ordination

About You:

You'll be a pro-active individual who is prepared to think on your feet in a fast-paced and highly pressurised environment. Resilient in nature, you'll efficiently manage internal and external complaints whilst maintaining a level and mature disposition. Your ability to work with multiple systems will set you up for success along with your ability to show initiative without significant managerial steering.

Essential:

Excellent written and spoken English

Excellent NZ Geographical Knowledge

Time Management

Complaint Management

Desirable:

Experience in a similar environment

Appliance repair knowledge

Understanding of the Consumer Guarantees Act

If this sounds like you - apply today

Please note only shortlisted candidates will be contacted

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