Due to fast
and sustained growth, our client, a leading ICT firm, requires a suitable
candidate to fill in the following position.
Job Title: Customer Support
Key Tasks
Job Title: Customer Support
Key Tasks
- Deal directly with customers either by telephone, electronically or
face to face
- Evaluate requests for service or complaints and enter into CRM
system.
- Follow up progress on customer inquiries.
- Produce up to date daily reports
- Act as customer advocate and liaise on customer’s behalf with other
staff when required.
- Analyze, evaluate and resolve customer enquiries at the first point
of contact
- Deal with customer complaints and resolve them with a positive
problem-solving attitude.
- Process orders, forms, applications and requests
- Direct requests and unresolved issues to the designated resource
- Interact with Technical Support to assist customers with trouble
resolution
- Keep records of customer interactions and transactions
- Communicate and coordinate with internal departments
- Actively look for ways in which the service could be improved
- Respond to input from customers and support team (complaints,
praise and concerns) to help us identify better ways of providing the
service
- Identify root causes of issues and put forward proposals to the
management team for improving the system and service to ensure that a
longer term solution is provided
- Undertake customer satisfaction research
- Any other duties as assigned
Knowledge and Skills Requirements
- Degree in Business Administration, Computer Science or Information
Systems preferred
- 2 years in the customer support position.
- Knowledge of relevant computer applications
- Knowledge of customer service principles and practices
- Technical background (Telecommunications, IT, Network Solutions)
- Excellent interpersonal skills
- High levels of professionalism, enthusiasm and a ‘can do’ attitude
- Ability to prioritize and work with a sense of urgency
- Ability to work with a significant attention to detail and
thoroughness
- Strong interpersonal skills, ability to work with diverse groups
- Must be able to effectively handle stressful situations
- Work with minimum supervision
- Attention to detail and accuracy
- Analytical skills
- Excellent negotiation and conflict resolution techniques
Interested and qualified candidate to send
their resume indicating expected and current salary to
recruitment@workforceassociates.net .
On the subject line indicate CUSTOMER SERVICE CO-ORDINATOR
On the subject line indicate CUSTOMER SERVICE CO-ORDINATOR
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