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Customer Success Specialist
About The Position
The job scope is a unique combination of Operations, IOT technician, and Customer Success. In addition to the technical aspects of managing maintenance of installed cameras in stores, the role will also require driving adoption of the solution among store staff in Fair Price stores - therefore people management is an important aspect of the job. Reporting to the Project Manager, the role will require carrying out other ad-hoc tasks related to technical maintenance and adoption of the solution as defined by the project from time to time
Customer Service Management
Ensure that store staff and retail assistant follow technology adoption guidelines defined during training.
Advise store staff on the proper usage of our products and any other related information.
Record all complaints and dissatisfaction reported by store staff, exercising discretion when necessary.
Manage queries from store staff both on-site and on WhatsApp group chat, and record all queries in tickets
Lead by example and be a champion for excellent customer service.
IOT Technician (Installation Maintenance)
Be directly responsible for ensuring all existing installation are in acceptable condition
Report all installation faults identified during on-site visit and reported by store staff on WhatsApp
Manage maintenance of camera cables, batteries, controllers by referring to open ticket list
To ensure adequate security and safety in the stores while undertaking maintenance tasks
Implement and adhere to all safety policies and systems set by store and project
Timely communication of all feedback from store to the Project Manager
Undertake all duties and responsibilities as defined by the project.
Show high levels of accountability and responsibility for the assigned tasks
Willing to travel to 2-3 stores per day across island as per Store Roster
Willingness to adapt to new technology and learn new skills on-the-job
Undertake frequent data collection activities in store as defined by the project
- Nitec / Higher Nitec / Diploma / Bachelor’s degree in electronic engineering or related fields.