Fónfix Express Co-ordinator

About Fonua

Fonua brings over 25 years of specialized expertise in supply chain solutions tailored for the mobile phone and technology sectors. They have pioneered a leading Device Ownership & Supply Chain Optimization Model and maintain strong direct procurement partnerships with key mobile device OEMs.

Mission and Vision

Fonua aims to continually enhance distribution for partners by delivering innovative products and services, meeting vendor and customer needs through an efficient supply chain, deep product knowledge, and value-added solutions executed profitably by skilled professionals.

The vision centers on generating value and making an impactful difference, guided by core values including creativity, passion, leadership, teamwork, respect, and excellence.

Role Overview

The Fónfix Express Co-ordinator manages all aspects related to Fónfix Express services across repair locations, focusing on quality assurance, device dispatch, and ensuring timely turnaround for end-user channels. This role encompasses comprehensive customer engagement and operational oversight.

Key Responsibilities

• Oversee direct-to-consumer services including FEP, VRL, TFE, ENT, Samsung direct, cpw insurance, and bolttech insurance.
• Track all end-user service job statuses (e.g., SAM, NDC, SDS) per site, collaborating with relevant teams to guarantee processing adherence to turnaround times without issues.
• Coordinate with customer care to resolve CRM tickets related to direct consumer services.
• Update and adjust website pricing, add new device models, and monitor competitor pricing trends.
• Work alongside marketing to keep web content current with promotions and events.
• Manage pricing inquiries for products not available online.
• Handle customer information and estimate status for service requests.
• Liaise with technicians regarding estimates for direct-to-consumer repairs.
• Review repair reports to ensure workflow efficiency.
• Monitor jobs via PB system and communicate with couriers to meet KPIs.
• Report carrier performance and follow up on collection or delivery exceptions with partners.
• Engage regularly with Fónfix staff to verify repair processing accuracy and efficiency.
• Provide daily briefings on open cases and aging jobs in team meetings.
• Contact customers regarding exceptions such as part delays, estimate adjustments, or courier issues.
• Address routine customer queries and ensure satisfactory service handling.
• Process customer payments for estimate increases.
• Raise case issues to Supervisors or Operations Support Managers as needed.
• Ensure internal systems function effectively to process repairs.
• Verify accuracy and proper recording of outgoing consignments.
• Meet administrative targets set by management and support cross-training initiatives.
• Micromanage SDS services to maintain same-day return standards.
• Oversee Google and Trustpilot review management services.
• Prepare monthly reports for Samsung direct and price request services for marketing meetings.
• Utilize direct access to GSPN and GSX systems for customer repair management.
• Manage GSX schedules for store drop-off customers.

Additional Information

Benefits provided by the company include:

• Pension Scheme
• Bike to Work Scheme
• Contribution towards Gym and Wellbeing
• Employee Purchase privileges
• Discounts on phone repairs
• Educational Assistance Program
• Company-organized Events
• Free Parking facility