Technical Services Administrator

Job Purpose

The primary purpose of this role is to ensure the effective and compliant administration of the Customer Complaints process. The administrator will serve as a key point of contact for consumers via the National Helpline, handling technical paint-related queries and providing colour formulation support, while ensuring that all customer complaints are managed professionally, efficiently, and within agreed timelines.

Key Accountabilities

Customer Complaint Administration – Case Management

• Register, investigate, track, escalate, resolve, report on, and close out all customer complaints.
• Accurately register all client and consumer complaints on the Case Management database, which controls complaint workflow, evidence, and records.
• Ensure all complaint details are captured correctly to enable the Area Technical Manager to investigate and provide findings and resolution feedback.
• Request, coordinate, and follow up on any related investigations required from internal departments.
• Act as the main point of contact for the customer throughout the process, consolidating all evidence and investigation outcomes, formalising and communicating the result, managing 
the agreed resolution, and ensuring all free-issue product is processed and received before closing the complaint.

Customer Complaint Compensation & SAP

• Process all approved free product to store on SAP.
• Coordinate and process all non-free product compensation and labour compensation in line with relevant procedures.

Primary Point of Contact – Technical Services / Dulux Helpline

• Act as the first-line contact for calls to the Technical Services Department via the Dulux Helpline.
• Provide prompt, accurate technical advice and resolve product-related complaints in a responsible, win–win manner.
• Apply sound knowledge of Dulux products and the decorative paint industry to interpret complex situations and give clear guidance.
• Demonstrate excellent customer relationship skills to build trust and maintain professional relationships.

AkzoNobel Mix2Win Next – POS Tinting Software

• Provide colour formulation support to stores.
• Review and approve non-standard colour formulations to ensure first-time-right tinting of Dulux products at point of sale.

Compliance and Management Systems

• Adhere to ISO 9001 and ISO 14001 quality and environmental management system requirements.
• Comply with the corporate Occupational Health & Safety (OHS) management system and related procedures.

Experience

• The job holder should possess a bachelor’s degree or a relevant technical diploma, with at least 5 years’ technical field service and/or customer service experience in the decorative paint industry, including knowledge of paint defects and root cause diagnosis.
• Point-of-sale tinting software formulation support experience and a SAPMA qualification would be a distinct advantage.
• The candidate should demonstrate strong computer literacy, including extensive knowledge of MS Office (with sound Excel skills), SAP B1, and Case Management software applications.
• Candidates who lack formal qualifications but have the necessary experience, skills, and knowledge in the required competencies may also be considered.
• Generic Key Competencies: Adaptability, Tenacity, Confidence, Energy, Contribution to Team Success, and the ability to multitask and work under pressure