Customer Service Representative

About the Job:

Join our dynamic team and play a vital role in delivering world-class customer service! As a Customer Service Representative (CSR), you'll have the exciting opportunity to engage directly with our valued customers (retailers), their end users, and our expert technical service partners. Your day-to-day will involve providing prompt, accurate, and helpful support via phone and email. You'll be the go-to person for everything from verifying product warranties to troubleshooting issues, scheduling repairs, and ensuring smooth post-installation experiences. This is a chance to make a real impact while helping customers get the most out of our products.

What You'll Do:

• Become an expert in company platforms and processes to identify opportunities for improving Customer Care/Service management and workflow efficiency, in collaboration with the Director of Technical Services and Director of Parts & Engineering.
• Enhance customer retention by proactively addressing issues that could lead to customer churn, ensuring the successful execution of customer service processes.
• Serve as a key escalation point for complex service-related issues, managing customer expectations and ensuring timely resolutions throughout the service lifecycle.
• Monitor service calls for each factory and product, identifying potential concerns related to:
• Manufacturing design or defects
• Parts defects and failures
• Customer Negligence and improper maintenance (e.g., improper power usage, lack of maintenance, or failure to allow the manufacturer’s instruction manual.
• Other emerging issues that may impact product performance or customer satisfaction.
• Communicate identified issues to management, ensuring that patterns or recurring concerns are addressed promptly to improve service quality and customer satisfaction.

What You'll Bring:

• 3+ years of experience in customer service, support, or a related field, preferably with a experience in manufacturing, with a technical background.
• The ideal candidate would have the characteristics listed, as well as having hands-on technical experience in the field.
• Proficiency in English
• Microsoft Office Suite proficiency (Outlook, Word, Excel); additional software experience is a plus.
• Strong interpersonal skills, with a proven ability to deliver exceptional customer care within a world-class service organization.
• Excellent persuasion, negotiation, and consensus-building skills to influence and collaborate effectively with both internal teams and customers.
• Strong communication skills, both written and verbal, with the ability to communicate clearly, courteously, and professionally, especially on the phone.
• Highly organized with keen attention to detail and the ability to manage multiple tasks efficiently.
• Strong prioritization and decision-making abilities.
• Ability to perform well under pressure and adapt to an environment of continuous change.
• Ability to align with internal stakeholders, including Sales, Product Management, Professional Services, and Support teams, to drive customer success.
• Strong focus on leading indicators and growth metrics to track and drive customer success.
• Positive and enthusiastic attitude, with a passion for ensuring customer satisfaction.
• Capable of working independently, while also being a strong team player.
• Able to collaborate effectively with cross-functional teams to meet organizational goals.

What we have to offer:

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• • Day 1 HMO
  • Competitive pay including incentives and generous allowances
  • Payment of all statutory government benefits
  • 25 days of annual paid leave some days are convertible to cash
  • 13^th month pay
  • Onsite medical support
  • Employee Engagement Events
  • Employee Referral Program
  • Skills, training for personal and professional development

A million possibilities are waiting to be ignited. Click "Apply Now"!