Responsibilities
- Interact with customers via voice calls, email and other communication channel.
- Ensure professional, courteous, and efficient service delivery.
- Resolve complex customer inquiries, complaints, and technical issues.
- Utilize specialized knowledge and troubleshooting skills.
- Investigate, diagnose, and resolve complicated customer problems.
- Follow established procedures and escalate when necessary.
- Develop an in-depth understanding of company products and services.
- Provide accurate information and assistance to customers.
- Maintain detailed and accurate records of customer interactions.
- Use CRM software or designated tools for record-keeping.
- Collaborate with cross-functional teams for seamless customer experiences.
- Work with technical support, sales, and operations team as needed.
- Collect and document customer feedback on products and services.
- Communicate feedback to relevant teams for improvement.
- Stay updated on industry trends, product features, and technologies.
- Enhance knowledge to provide up-to-date assistance to customers.
Qualifications
- Proven experience in a customer service role with a focus on delivering high-quality support.
- Clear and coherent on both verbal and written communication skills, with the ability to interact professionally and effectively with customers.
- Has a constructive mindset and the ability to establish rapport with customers.
- Meticulous attention to detail in maintaining accurate records and documenting customer feedback.
- Familiarity with CRM software and relevant tools.
- Ability to navigate different computer programs and perform basic troubleshooting.
- Strong data entry skills with ability to use mathematical formulas, and format tables in MS Excel.
- Ability to work effectively under pressure and handles high volume of work with a strong commitment to task completion.
- Ability to work independently without constant supervision, to handle multiple assignments while meeting assigned deadlines and exhibits decision-making capabilities.
- Strong analytical and troubleshooting skills to resolve complex customer issues.
- Ability to stay updated on industry trends and adapt to changes in products and technologies.
Screening Criteria
- High school or bachelor’s degree in business, communications, or any related field
- At least two (2) years of experience in customer service or technical support roles
- Must have a stable employment history.
