Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Apply the service configuration that enables the customer to render the services.
- Take full responsibility for the dealing with relevant customer complaints, queries and requests for information from the start to the end of the organization process; ensuring that both an appropriate and adequate investigation takes place in all cases.
- Provide customer help, support and technical issue resolution via E-Mail, phone and online meetings.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Generate Sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Provide training to customers in the use of system and applications.
- Draft documentation as required.
- Prepare daily, weekly, monthly statistical reports as appropriate.
- Provide input to the development of relevant products under support. Recommend potential products or services by collecting customer information and analyzing customer needs.
- Obtain general understanding of OS and application operations related to company offered services.
- Contribute to team effort by accomplishing related results as needed
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Job Requirements
- 4-year (or above) bachelor’s degree (or higher) in electrical engineering, marketing or customer support related studies.
- A minimum of 2-3 years of proven customer support experience or experience as a client service representative with in-depth understanding of the operations of a Customer Support Division
- Excellent English Language skills; both spoken and written.
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Ability to multi-task, prioritize, and manage time effectively.
- Able to work independently and efficiently to meet deadlines.
- Able to promptly answer support related email, phone calls and online meetings.
- Self-motivated, detail-oriented and organized.
- Experience with software and hardware issues.
- Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
Language Skills:
- Fluency in English is a must.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, and coworkers.
Reasoning Ability:
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
- To perform this job successfully, an individual should have knowledge of; Database software; Internet software and Word Processing software.
