Job Summary
As a Customer Service Representative, you will be a point of contact for our customers. Your role is to ensure a positive customer experience by addressing inquiries, resolving issues, and providing exceptional support to internal and external customers. You will handle a variety of customer interactions through phone, email, chat and work to build strong relationships with our clients while maintaining high service standards.
Job Responsibilities
Customer Interaction: Handle incoming customer calls, emails, and chats with professionalism and courtesy. Directing and or assigning sales personnel to the customer. Follow up with commercial team on closure of complaint effectively, ensuring customer satisfaction.
Order Processing: Receive and review incoming orders from various channels (Hardware, Franchise, Projects) Verify order details, including product, quantities, and delivery addresses. Enter sales orders >20lines on behalf of the commercial team Process RFCA once documents are submitted by commercial team
Support and Troubleshooting: Assist commercial team with product or service-related questions and issues. Provide guidance on product orders, status of delivery and issue resolution. Escalate complex issues to appropriate departments or supervisors as needed. Run and follow-up on back orders for commercial team ·
Record Keeping: Maintain detailed and accurate records of customer interactions and transactions via CRM where necessary. Assign task to commercial team to assist customers via CRM platform. ·
Product Knowledge: Stay informed about company products, services, and policies to provide accurate support. Continuously update knowledge on new products, changes, and improvements. ·
Customer Feedback: Collect and report customer feedback to help improve service quality and customer satisfaction. Identify and suggest improvements to processes and procedures. ·
Team Collaboration: Work closely with other team members to ensure consistent and high-quality service. Participate in team meetings, training sessions, and contribute to team goals.
Job Qualifications
- Minimum of 2 years’ experience in a similar capacity
- Minimum of 5 CSEC Passes, inclusive of English A and Mathematics
- Equivalent combination of qualifications and experience
- Proficient in Microsoft Excel, Microsoft Word, PowerPoint
- Strong communication (verbal and written) skills
- Strong organizational and interpersonal skills
- Strong negotiation skills
- Strong selling skills
- Ability to analyse and execute in a fast paced and time sensitive environment
- Ability to work with minimum supervision
- Defines ambitious and realistic, personal goals and standards.
- Evaluates personal progress against standards to identify ways to improve.
- Undertakes challenging work to ensure the delivery of optimal results.
