The Customer Support Representative is responsible for inbound and outbound service delivery but is not limited to customer service, data entry, sales, and data management.
DUTIES AND RESPONSIBILITIES
Pro-active Issues Management
- Note and track customer issues and raise potential opportunities and risks
- Manage customer expectations on service disruptions or service delivery delays
Reporting
- Provide stakeholders with regular reporting about activities
- Raise emerging issues, concerns, or areas of opportunity that affect customers’ experience and/or the effectiveness and efficiency of processes
Customer Service and Sales
- Learn and execute the processes of the assigned tasks and accounts being managed, including
o Analysing of data and performing actions as appropriate to achieve communicated objectives
o Managing customer concerns and queries across different channels – chat, email, calls - Ensure customer satisfaction by providing excellent service at every opportunity
- Maintain a high level of quality and efficiency on all tasks or accounts managed by observing best practices and utilizing available tools
- Case management of customer concerns until resolution has been achieved
Account Management
- Manage and help resolve potential customer issues before they become an escalation; provide full support in helping the team overcome and prevent customer escalations
- Develop healthy relationships with the clients and their customers, encouraging trust and confidence in the role, hammerjack, and the client
- Respond to queries from the client about services rendered by hammerjack
- Handle client complaints and ensure resolution by liaising between the client, other internal departments, third-party companies and government agencies, as necessary
- Case management of customer concerns and escalations until resolution has been achieved
- Understand the clients’ businesses, recognize pain points in other parts of their businesses and realize potential service opportunities that hammerjack can provide.
- Raise the same with the Account Manager for exploration
- Ensure attendance, participation and cooperation during knowledge transfer sessions and other meetings with the client
- Collaborate with the team and contribute to the overall success of the program by sharing best practices and playing an active role in meetings, workshops etc.
Ad hoc tasks
- Tasks deemed necessary to ensure excellent customer experience as determined by management
QUALIFICATIONS
Product Knowledge
- Has wide experience in servicing customers across different service and sales channels i.e. chat, emails, calls (inbound and outbound) and industries
- Above average oral and written communication skills
- Analytical
- Resourceful
- Detail-oriented, always able to provide accurate and high-level quality work
- Flexible and able to tailor-fit the approach depending on the task at hand
System and Application Knowledge
- Knowledge of Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint
- Ability to learn new systems and tools as needed
