Service Controller at ASUS Nigeria

ASUS is a worldwide top – three consumer notebook brand that creates innovative technology to deliver a seamless, joyful digital life for everyone. Our story began 29 years ago on a journey to create the world’s best motherboards. From those humble beginnings, ASUS quickly grew to become the world’s best-selling and most award-winning motherboard brand.

We are recruiting to fill the position below:

Job Title: Service Controller

Location: Lagos
Employment Type: Full-time

Job Description

• ASUS is looking for a highly motivated and enthusiastic individual for the position of service controller (ASUS Service Partner (ASP) controller)
• The successful candidate will be responsible for the service operations with specific accounts across English Speaking Africa region
• Help our customers with escalations and special cases when problems arise with our products and ensure customers satisfaction is met
• Ensure that all repairs are closed within the desired repair time
• You will be working closely with English Speaking Africa region’s Service Account Manager and local sales team to achieve customer satisfaction

Responsibilities

• (Asus Service Partner) performance in TAT and Quality
• Pushing case process where needed
• Monthly reporting + KPI (Key Performance Indicator)
• Handling of Escalation cases (Call center / Service partner related)
• Monitoring of daily WIP (Work in Progress)
• Weekly pending / TAT / SWAP analyzes
• Monthly Customer satisfaction analyze
• Weekly reporting Sales
• Contact window for repairs
• Checking and controlling of QR (Quality Related) cases

Qualifications

• Undergraduate degree or equivalent
• Excellent verbal and written communication skills in English
• Strong Excel & PowerPoint skills
• Previous experience in a customer service role
• The ability to respond appropriately under pressure
• Analytical personality with sound judgment and excellent problem-solving skills
• A positive attitude and the ability to build relationships with customers
• An understanding of PC repair is a strong asset

Application Closing Date
Not Specified.