Customer Care Specialist

Apply in person at our Tamuning location or email your resume to careers@micropacinc.com. We are looking for an experienced, energetic, and motivated individual to join our team.
Job Brief: As a customer care specialist, you will be responsible with working closely with customers to help service their products in need of support or repair.
1) Service Front duties:
   a) Interact with incoming customers on their issue
         with products
        1. Find out what the issue is with the products
       2. If they purchased the unit from us, is it under         
             warranty covered?
       3. If they purchased the unit from us, is it not covered
              under warranty
       4. If they did not purchase from us, explaining the
          customer if we are not accepting this product for
           repair
       5. Handle customer complaints, especially why we will
           not accept their product
       6. If we accept, get customer and product details to
           create a work order
       7. If this is not covered under warranty, then have     
           customer pay for a non-refundable diagnosis fee
       8. Inspect product in front of customer presence to
            point out any damages
        9. Tag unit and all belongings and put this in que to
             the corresponding technician
       10. Answering calls in regards to service issues or
             follow-ups of their product repair status
        11. After technician completes the diagnosis, they will
            inform if can be repaired, or what parts are needed
        12. Check suppliers for the parts availability and price
        13. Call customer for quote of product repair
        14. If customer wants to proceed with repair, then
             order the part from the supplier. Unless the part is
             really expensive and must have a half deposit
             from customer before ordering
        15. Once parts arrive, then give this to the technician
              to proceed with the repair
        16. Once complete with the repair, proceed to test
              unit if no further issues
        17. Finalize work order
        18. If things are good, then call customer to pick up
              unit and charge them for the balance of the total
              repair cost
     b) Dealing with vendors/ suppliers
          1. Send claims for product under warranty for repair
              or credit
          2. Source out best place to purchase parts for
               lowest cost if not under warranty
          3. Prepare products that have to be sent off island
               with a list
          4. Send out products to vendors for repair or return
               for credit
      c) Receiving parts into the service inventory system
      d) Monthly reports
          1. Get end of month inventory reports from SP2
             system
          2. Get end of month inventory reports from
              Busybench system
          3. Prepare Received parts list of the month
          4. Create a report to issue to Lydia
          5. File service copies of the report to Service Box/
               Folder
2) Service Duties
     A) If technician is unavailable or on vacation, try to
           replace parts to your best ability
     B) Troubleshoot product issues to my best ability         
          including computers
3) Sales Support
     A) Assist the retail sales floor for customer sales inquiry            or by phone
     B) Assist to reply on sales inquiries by social media and
          email.