Customer Support Representative

About the role

The Customer Service Representative attracts potential customers by answering product and service questions and suggesting information about other products and services. Prepares correspondence and fulfils customer needs to ensure customer satisfaction and escalates complaints across a number of communication channels. Serves as the direct link between a company and its existing and potential customers.

Duties and Responsibilities:

• Open and maintain customer accounts by recording account information.

• Provide specific information regarding the services, products or materials offered by a company.

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Maintain financial accounts by processing customer adjustments.

• Working with a sales team to create better methods to address customer complaints.

• Reviewing customer accounts and transactions while resolving issues.

• Communicating with customers in-person, through email or chat, over the phone or on social media.

• Managing large amounts of incoming calls by providing troubleshooting information, reporting and analysing customers' information and needs, issuing billing details and opening and closing customer accounts.

• Generating sales leads

• Build sustainable relationships of trust through open and interactive communication.

• Compile reports on overall customer satisfaction.

• Contribute to team effort by accomplishing related results as needed.

• Any other tasks may be assigned from time to time which are geared towards generating revenue growth for the group.

What they're looking for

• Bachelor/College Degree in any Business Course

• With two years of relevant work experience in a brokerage house; In-depth understanding of the company’s products or services

• Excellent English written and verbal communication skills; clear communication skills.

• Working knowledge of computers.

• Good customer service and problem-solving skills.

• Familiar with CRM systems and practices.

• Analytical, Patience, Attentiveness, Time Management Skills, Ability to use positive language, Empathy, Persuasion skills. Problem-solving and Professionalism

• Integrity, Diligence, Customer Focus, Teamwork, Innovation and Selflessness