Customer Success & After-Sales Service Representative
About this role
Job title: Customer Success & After-Sales Service Representative
The Customer Success & After-Sales Service Representative will be the primary customer contact across the full ownership lifecycle for generators and motor vehicles, managing scheduled and reactive service touchpoints, performing Tier 1 diagnostics, coordinating dispatch within SLAs, and driving contract/AMC growth while ensuring full traceability in the CRM/ERP.
Responsibilities
- Handle inbound calls, emails, chats and messages covering faults, warranty claims, spare parts, AMC/service scheduling, and general enquiries.
- Run structured Tier 1 remote diagnostics (fuel, battery, cooling, ATS, fault codes; vehicle dashboard and basic mechanical/electrical issues) and route unresolved cases to Tier 2 field dispatch or workshop booking, with the escalation reason documented.
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