Job Details
Lumara Engineering Company
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Customer Service Supervisor

Lumara Engineering Company
Customer service
1 week, 2 days   ago
Experience 3 years - 5 years
Salary Range not mentioned
Location Sudan/Khartoum
Industry     - Engineering/Architecture
Job role     - Customer service
Speciality     - Business/Management/accounting
Closes at Dec. 15, 2020
Career Level experienced(non-manager)
Vacancies 1 vacancy
Education level bachelor's degree
Job Status Full time
Job Type Employee
Gender female

Job Description / Responisbilties

·         ·         Improves customer service procedures, policies and standards for the organization

·         ·        Responsible for overseeing the customer service department, and supervises agents, trains, coaches, and mentors Customer Service Representatives.

·         ·         Reviews sales orders toensure requirements are adequately defined, that the delivery/ installation order is consistent with the company service policies and that the customer information is clear and sufficient, and that the Company has the capability of meeting the defined requirements.

·         ·        Coordinates delivery with supply chain and stock control officers & installations with senior technicians.

·         ·        Receives customer contacts by telephone, letters and in person.  Responds to all customer inquiries and complaints; provides technical assistance to customers; documents complaints on Complaint form and distributes to required staff; determines and implements appropriate disposition.

·         ·         Maintains ongoing relations, post-sale, with each customer (relationship management) and maintains the Company’s customer files (customer database).

·         ·         Prepares Returned Products Authorizations and resolves damages and discrepancies.

·         ·        Responsible for guiding and supervising complaint resolution and verifying customer satisfaction.

·         ·         Researches warranty information; determines and authorizes warranty coverage or customer charges for repairs as appropriate; inspects warranty parts replaced, maintains proper repair and warranty records.

·         ·        Provides technical assistance and training to all sales representatives and factory/field service personnel as needed.

·         ·        Listens to and records customer feedback (negative and positive) information onto the SL1050-1 CUSTOMER FEEDBACK form.

·         ·         Performs and oversees initial sale and customer service satisfaction surveys.

·         ·        Reports quality or any other pertinent customer concerns to the Director of Quality and other management to diagnose and resolve, as appropriate.

·         ·        Performs or assigns any other duties necessary related to customer service or to achieve customer satisfaction.
Refer customers to supervisors, managers, or others who can help.


About Company

          Lumara is Established on1998 in Khartoum Sudan as a general trading company. On Feb 2005, DIAR electronics is formed, a major retailer for Electronics and home appliances based in Port Sudan.  Lumara Engineering in association with Daikin began on April 2008 and became the market leader in commercial AC on 2011.  2009 establishment of Dubai based trade operations ( Lumara Trading ) driven by US sanctions on Sudan banking system. 2010, Lumara Electromechanical ( LETS) was established in Dubai under  Lumara Engineering as a main contracting party for Daikin Middle East carrying out the Design , supervision and Installation of the VRV system in the UAE . 2010, Establishment of YE Planet FZCO trading minerals with main HQ in Manzanillo Mexico. 2011, LETS expanded its market in Doha, Qatar for electromechanical works by Associating with Gulf East Contractors. June 2012 Beryllium for Multi-Activities was formed as a wholesaler and distributor for Electronics and appliances, importing OEM products under the name DIAR with its major suppliers being TCL , China Snow, Duker and Nikkai.