Customer Support Consultant
Description
CORE RESPONSIBILITIES
- Deliver professional and empathetic customer support
- Answer customer enquiries within a timely and accurate manner
- Understand client's needs, build rapport, and foster a positive customer relationship
- Communicating issues to various departments
- Create and manage customer orders, service call outs and warranty claims
- Inform and educate customers on our products and services
- Provide thorough solutions to customer issues
- Capture and process customer interaction information
- Set clear time frames and expectations on when responses will be received & followed up
- Attend training, maintaining up to date and relevant knowledge on products, services, and policies
- Provide a wide range of support to other team members and departments
- Ad-hoc duties as manager requires
KEY CHALLENGES FOR THE ROLE
- Working within a high volume and dynamic environment
- Ability to successfully manage multiple competing priorities
- Handling simultaneously interactions across voice and digital channels
EXPERIENCE & SKILLS REQUIRED | |
Mandatory (critical for the role) | Desirable (Preferable for the roe) |
● ● Exceptional customer service ● Ability to build relationships with diverse stakeholders ● Intermediate computer skills | ● Zendesk ● Previous experience in a similar role ● Retail or Consumer product experience ● Office 365 |
VALUES & SOFT SKILLS REQUIRED | |
● Excellent communication, organisation & time management skills | ● Team player who establishes strong working relationships and collaborates with others to achieve goals |
● Proactive with the ability to work independently and part of a team | ● Time management and the ability to prioritise tasks. |
● Sound conflict resolution and problem-solving skills | ● Strong initiative & tenacity |