Job Description
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.
