Overview
We're searching for a dedicated and professional Customer Support Specialist to join our client's Regional Service Centre team based in Johannesburg. This role is integral to supporting our existing customers by providing expert advice and solutions to maintain our Mill Relining Systems, ensuring fast, reliable, and safe operations. The successful candidate will work closely with various internal teams to deliver exceptional service and support to our valued customers across Africa.
Responsibilities
As a Customer Support Specialist, your key responsibilities will include:
Providing timely and efficient delivery of spare parts and services to customers.
Analyzing service data to provide actionable insights to the Sales team, aiding in account management and service decisions.
Preparing and generating quotations in collaboration with technical experts, Customer Support Technicians (CSTs), and Service Account Managers (SAMs).
Assisting SAMs with spares and technical service quotes during their site visits.
Building strong relationships with internal teams, including CSTs, Asset Support, and Sales, to ensure seamless execution of service sales opportunities.
Managing daily service support tasks, including administration, analysis, and assessment of critical customer data.
Actively participating in weekly sales meetings and contributing to sales strategies.
Monitoring and following up on invoicing and revenue recognition, identifying potential risks, and communicating them to relevant stakeholders.
Qualifications
Required:
A minimum of 3 years of after-sales support experience, preferably in the mining or export-related field.
Proficiency in Microsoft Office, particularly Excel for pricing and sales data analysis, and Word for quote preparation.
Strong interpersonal skills with the ability to build rapport and maintain effective working relationships.
Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
Proven organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
Self-motivated and capable of working independently with minimal supervision.
Strong negotiation skills and a customer-focused mindset.
Desirable:
Tertiary qualifications in engineering, sales, projects, or a related discipline.
Technical knowledge of Mill Relining Systems.
Experience with aftermarket and service-related processes.
Advanced proficiency in CRM systems such as Microsoft Dynamics 365 and Power BI.
Familiarity with Asset Support Platforms (ASP).
Licenses:
A valid South African Driver’s License.
Special Conditions:
Willingness to travel domestically and internationally as required.
Availability to support international customers outside conventional business hours.
If you are a motivated professional with a passion for customer service and a desire to contribute to a dynamic team, we encourage you to apply for this exciting opportunity.