Customer Support Engineer

Customer Support Engineer is a professional who is responsible for handling questions, comments and complaints regarding our services. his/her ultimate goal is to provide positive customer experiences by enhancing relationships between them.

Responsibilities:

• Manage large amounts of incoming phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.

Requirements and skills:

• High diploma / bachelor's degree in telecommunication engineering.   

• Proven customer support experience or experience as a Client Service Representative.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
  
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.