Retail Technical Service Consultant - Electronics Repairs

Summary about this job

Detail information about job Retail Technical Service Consultant - Electronics Repairs. Terms and conditions vacancy

• Technology industry
• Career growth
• Great location

Fonefix Limited is a market leading electronics device repairs business, and we invite friendly and positive applicants to apply for a Retail Technical Service Consultant position in our Auckland operation.

We currently provide warranty, non-warranty and insurance repair services for many large customers, including manufacturers such as Apple, Alcatel, Blackberry, HTC, Huawei, LG, Motorola, Oppo and Sony, plus New Zealand's leading mobile service providers (Vodafone / 2degrees) and their associated channels, as well as major multi-retail chains and various corporate customers.  Approximately 70% of the repairs we do are couriered in to us by retailers from around the country, but we also have a successful direct customer retail operation based in Mt Wellington, Auckland.

We have a service team of 7-8 people who handle both the dealer/retailer bookings and the direct retail customers.

This role is multi-faceted, with the following main areas of focus:

• Approximately 30% of the role will be serving retail customers, who bring in their mobile phones and tablets directly for repair.  This involves advising them as to the best course of action with their device, pricing the job if necessary, and booking it in.  Booking accuracy is a key component, as well as the ability to type accurately and quickly.  You then play a role in following the repair job through to its completion (by one of our staff of 12 technicians), and once complete, communicate with the customer to arrange pickup and payment. We also sell a range of accessory products which incorporates a small additional component of the retail role.
• Approximately 30% of the role will be answering the phone, in conjunction with 7 other staff, and dealing with the phone call through to completion.  We receive a reasonably high number of phone calls, from both direct customers and our dealer channels – these are general enquiries about repair jobs, pricing, pickup and payment details.  Strong phone-based customer service is paramount.
• The remainder of the role will be various service-related and administration tasks, in conjunction with others, which includes tasks such as booking phones in that have been sent via courier, packing devices for courier dispatch, general email communications and other office-based duties.

We currently run rotating type task allocations, whereby you could be assigned to certain tasks for a full day and then move onto something different the following day or week, this keeps people fresh and aids in cross-training across the multiple tasks we deal with.

Due to the technical nature of our industry, ideally you should have strong technical knowledge, exceptional customer service skills, and be able to work well in a fun team.  You need to be passionate about electronic devices and understand how customers use them in terms of software applications, data management, and various other functions.  Previous Telco/Carrier/IT retail experience is a good background for this role.  Being a guru in iOS and Android would be a big plus, and you need to consider yourself very process-focused and organised.

But the most important quality we're looking for is the ability to deal with customers face-to-face in a professional and friendly manner.  You need to enjoy dealing with all types of people and assisting them in a positive way, while striking a balance with moving at a fast pace on each job as well.

As the right person for the role, you will be rewarded with a comprehensive introduction and on-going training program, attractive remuneration package, and a great opportunity to advance in the telecommunications and electronics industries.  You will also have the opportunity to gain official certifications such as Apple Certified iOS Technician (ACiT) under our status as an Apple Authorised Service Provider.

The role is a full time 40-hour week, Mon-Fri 8:30am – 5:00pm, but does require some working hour flexibility – currently we'll expect the successful applicant to work approximately every 4th Saturday, which will be treated as overtime, and working late occasionally may be required – we pay wages on an hourly rate basis.

If you're someone who enjoys working in a dynamic and fast paced environment and are looking for a solid career in a growth industry, don't miss your opportunity to apply now.

Only those with the right to work legally in NZ should apply for this role, with interview preference given to those with residency or citizenship.