Customer Support Consultant

CORE RESPONSIBILITIES

• Deliver professional and empathetic customer support
• Answer customer enquiries within a timely and accurate manner
• Understand client's needs, build rapport, and foster a positive customer relationship
• Communicating issues to various departments
• Create and manage customer orders, service call outs and warranty claims
• Inform and educate customers on our products and services
• Provide thorough solutions to customer issues
• Capture and process customer interaction information
• Set clear time frames and expectations on when responses will be received & followed up
• Attend training, maintaining up to date and relevant knowledge on products, services, and policies
• Provide a wide range of support to other team members and departments
• Ad-hoc duties as manager requires

KEY CHALLENGES FOR THE ROLE

• Working within a high volume and dynamic environment
• Ability to successfully manage multiple competing priorities
• Handling simultaneously interactions across voice and digital channels

EXPERIENCE & SKILLS REQUIRED

Mandatory (Critical for the role)

• Exceptional customer service
• Ability to build relationships with diverse stakeholders
• Intermediate computer skills

Desirable (Preferably for the role)

• Salesforce
  
• Previous experience in similar role
• Retail or Consumer product experience
• Office 365

VALUES AND SOFT SKILLS REQUIRED

Mandatory (Critical for the role)

• Excellent communication, organisation & time management skills
• Proactive with the ability to work independently and part of a team Time management and the ability to prioritis tasks.
• Sound conflict resolution and problem-solving skills

Desirable (Preferably for the role)

• Team player who establishes strong working relationships and collaborates with others to achieve goals
• Time management and the ability to prioritis tasks.
• Strong initiative & tenacity