QUALIFICATIONS AND REQUIREMENTS

Education and Certifications:

• A degree in Business Administration, Communication, Marketing, or a related field is preferred.

Experience:

• At least 1–2 years of experience in an ICT support or technical role.
• Familiarity with networking technologies, operating systems, and communication systems is essential.
• Experience in troubleshooting and maintaining hardware and software systems.

Skills:

Communication Skills:

• Strong verbal and written communication skills to effectively engage with customers.
• Ability to explain complex concepts in simple terms to customers of varying technical expertise.
• Active listening skills to understand customer needs and provide the best solutions.

Problem-Solving and Conflict Resolution:

• Excellent problem-solving skills to identify issues and develop effective solutions.
• Ability to manage difficult situations with customers in a calm and professional manner.
• Strong decision-making abilities while ensuring company policies are adhered to.

Customer Orientation:

• A customer-first mindset with a focus on delivering high-quality service and exceeding customer expectations.
• Patience and empathy to handle a wide range of customer concerns and requests.

Organizational Skills:

• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Strong time management skills to handle customer requests and follow-up tasksefficiently..

Teamwork and Collaboration:

• Ability to work well in a team environment and collaborate with other departments to meet customer needs.
• Willingness to contribute ideas and feedback to improve the overall customer service process.

Product Knowledge and Guidance:

• Maintain an in-depth understanding of the company’s products and services to effectively assist customers.
• Provide guidance and recommendations to customers regarding the products or services that best meet their needs.
• Keep up to date with product updates, promotions, and company policies to provide accurate and current information

Customer Support and Inquiry Handling:

• Serve as the first point of contact for customers, handling inquiries via phone, email, live chat, or in-person.
• Provide accurate information about products, services, pricing, policies, and procedures to customers.
• Respond to customer inquiries promptly and professionally, ensuring customer concerns are addressed and resolved in a timely manner.
• Record customer interactions, feedback, and issues in the CRM system to ensure accurate tracking and follow-up.

Issue Resolution and Problem-Solving:

• Address and resolve customer complaints, escalating complex issues to the Customer Service Manager when necessary.
• Work with other departments (sales, logistics, etc.) to resolve customer concerns regarding product availability, delivery status, or returns.
• Strive to find solutions that satisfy both the customer and company policies, ensuring a positive outcome.

Product Knowledge and Guidance:

• Maintain an in-depth understanding of the company’s products and services to effectively assist customers.
• Provide guidance and recommendations to customers regarding the products or services that best meet their needs.
• Keep up to date with product updates, promotions, and company policies to provide accurate and current information.

Customer Relationship Management:

• Build and maintain positive relationships with customers, fostering loyalty and encouraging repeat business.
• Follow up with customers to ensure satisfaction with products or services and to gather feedback on their experience.
• Assist in customer retention efforts by offering incentives, loyalty programs, or solutions to enhance the customer experience.

Administrative and Reporting:

• Assist with administrative tasks related to customer orders, returns, and refunds.
• Prepare reports for management on customer feedback, common issues, and service performance metrics.
• Maintain accurate records of customer interactions, transactions, and resolutions to ensure compliance with company standards.

Quality Assurance:

• Monitor the quality of customer interactions to ensure high levels of professionalism and adherence to company policies.
• Participate in training and development activities to improve customer service skills and knowledge.