Customer Service Agent

4 days ago

india Unified Microsystems Full time
Job Description
Purpose
As a Customer Service Agent, you will be the frontline support for our customers, ensuring they receive prompt, professional, and courteous service. Your primary role will involve responding to customer inquiries, resolving issues, and providing information about our products and services. You will play a crucial role in maintaining high levels of customer satisfaction and fostering positive customer relationships.Work Overview
  • Respond Promptly to Customer Inquiries: Address customer inquiries via phone, email, and chat with a focus on quick and efficient responses.
  • Resolve Customer Issues: Handle customer issues effectively, aiming for first-contact resolution and maintaining a high level of customer satisfaction.
  • Provide Accurate Information: Offer detailed and accurate information regarding our products and services, ensuring customers are well-informed.
  • Follow Up on Complaints: Proactively follow up on customer complaints and ensure timely resolution.
  • Escalate Issues When Necessary: Identify and escalate unresolved issues to the appropriate team or supervisor, ensuring customers receive the support they need.
  • Maintain Customer Records: Document all interactions, transactions, and complaints in the customer service database accurately and promptly.
  • Prepare regular reports on customer feedback, common issues, and areas for improvement.
  • Generate and present monthly and quarterly reports to management, highlighting key metrics and performance indicators.
  • Adhere to Policies and Procedures: Follow company policies and procedures in handling customer issues and queries to maintain consistency and quality of service.

Requirements
  • Education: High school diploma or equivalent. A degree in a related field is a plus.
  • Experience: Previous experience in customer service or a related field is preferred.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Proficiency in using customer service software and tools.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • High level of empathy and patience when dealing with customer issues.

Requirements
Prerequisites · Knowledge of auxiliary systems (structured cabling systems, switches, CCTV, AV) · Working with vendors to correctly select systems (switches, firewalls, audio/visual etc) · Must have strong English communication both written and verbal. · Must be confident and socially adept. · Must have a proven track record of exceeding sales targets. · Must be committed to excellence and have an attention for detail. · Must have a working capability for technical sales, including passing vendor sales certifications. · Must be able to handle pressure from time to time and always meet deadlines. · Must have excellent time management and organisation skills.

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