CUSTOMER SUPPORT REPRESENTATIVE

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Customer Support Representative  

The Support Rep in a department acts as a collector of information. Engaging multiple departments in order to provide timely and accurate information to customers (internal and external), this position entails muti-tasking and a keen attention to detail.  

• Respond to customer inquiries/requests and issues via phone/email/text. 

• Support the Sales Team. 

• Stay up to date on all customer service procedures and regulations.  

• Root-cause corrective action on customer issues.  

• Communicate with customers and stakeholders in a prompt, knowledgeable, courteous, and professional manner. 

• Conduct follow -up calls to customers to ensure that the service met their needs and respond to any lingering questions. 

• Track and coordinate orders.  

• Maintain communication with other departments for order completion. 

• Recommend potential products to customer or sales representative by analysing the customers’ needs. 

• Analyse order transactions, cross-check, and release orders. 

• Create reports of business activity from the various streams of information. 

• Maintain market knowledge. 

• Perform other duties both within, and outside of department as assigned or requested. 

 Skills and Qualifications 

• University graduate in related field 

• At least 3 years work experience in a customer facing position 

• Ability to multi-task 

• Vibrant and ready- to- help work attitude 

• Be comfortable with technology and the use of programs and networks 

• Internal drive to meet and exceed customer expectations 

• Excellent oral communication skills 

• Clear speaking voice and articulation 

• Excellent listening skills, creative thinking, and decision- making acumen 

• Problem solver, takes responsibility 

• Demonstrates personal integrity & honesty 

 General Requirements 

• Ability to develop and maintain good interpersonal relationships with colleagues, staff, and customers. 

• Professional personal presentation.  

• Ability to work within Company Policies. 

• Ability to organize, plan and use own initiative. 

• Adaptable;
  able to manage change while maintaining a positive attitude. 

• Participate in training and development including Company required trainings. 

• Support ad hoc customer support projects.