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Job Description
- Manage large amounts of inquiries via calls and chat “mostly chats”
- Identify and assess customers’ needs to achieve satisfaction.
- Diagnosing and repairing faults.
- Installing and configuring hardware and software.
- Speaking to customers to quickly get to the root of their problem.
- Providing timely and accurate customer feedback.
- Talking customers through a series of actions to resolve a problem.
- Following up with clients to ensure the problem is resolved.
- Supporting the roll-out of new applications.
- Providing support in the form of procedural documentation.
- Managing multiple cases at one time.
- Testing and evaluating new technologies.
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra space of kindness to engage customers
Job Requirements
- Proven customer support experience or experience as a Client Service Representative.
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices “Preferred”.
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- College degree in Faculty of : computer science or information technology or equivalent.
- Excellent in excel
- Able to work under stress.
- Able to work on shift Basis.
- Experience with remote desktop applications and help desk software “Preferred”.
- Attention to detail and good problem-solving skills.
- Good written and verbal communication.