Customer Care Representative

Titan Technologies

We are looking for a motivated and organized Customer Care Representative to join our team. The selected candidate will play a key role in handling customer repairs and RMAs while ensuring smooth communication between customers, technicians, suppliers, and management.

Key Responsibilities:

• Receive RMAs from the showroom and verify the physical condition of items against the RP system records.
• Report any discrepancies or issues identified during the inspection process.
• Update item status in the RP system from showroom to workshop.
• Check customer and supplier warranty eligibility for received items.
• Coordinate repair assignments to technicians based on product type, repair type, and technician availability.
• Inform customers about applicable repair fees and obtain approvals when required.
• Follow up with customers regarding repair status and approvals.
• Test completed repairs when needed to ensure quality standards.
• Assist in assembling desktops and handling RMA repairs.
• Manage and ship RMAs for internationally purchased items and follow up with suppliers.
• Issue invoices upon completion of repairs.
• Open and manage cases through vendors portals when required.
• Track all ongoing customer repairs and RMAs handled locally and internationally and report updates to management.
• Assist in preparing and updating repair policies, processes, documentation, and FAQs/wiki content.
• Train workshop staff on proper documentation and operational processes to improve efficiency and turnaround times.