Description:
We seek a motivated individual with a strong work ethic and a passion for customer service, offering growth opportunities.
Client Support Agent - Main Duties and Responsibilities:
- Manage incoming customer calls and email correspondence in a timely and professional manner.
- Investigate the root cause of customer issues and rectify them seamlessly, striving for first call resolution.
- Foster and maintain strong working relationships with our valued clients.
- Monitor and address any issues raised by clients on allocated accounts.
- Collaborate with our distribution and installations teams to ensure efficient communication.
- Maintain an in-depth knowledge of the company's brand, systems, and processes.
- Achieve customer Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets.
- Enhance our customer experience journey, making every customer feel valued.
- Provide weekly reports of customer issues to the Service Manager.
- Prepare monthly reports on changes in customer account status.
- Fulfill any other reasonable requests from management to meet customer needs effectively.
Experience & Interpersonal Skills:
- Minimum of 2 years of experience in a fast-paced, customer-centric role. Prior experience in a corporate setting and key account management skills would be beneficial.
- Excellent communication skills, a customer-oriented approach, and a desire to exceed customers' expectations.
- It is essential that you can demonstrate great patience when interacting with colleagues and customers
- Demonstrate a positive can-do attitude, approaching challenges with enthusiasm.
- Proficiency in Microsoft Excel, Word, and PowerPoint to support your responsibilities.
- Ability to add value to customer accounts, recognizing opportunities for improvement.
- Skillful in building strong relationships with clients and internal departments.
- Proficient in both spoken and written English, ensuring clear communication with customers.