Customer Support Agent
1 week ago
Electrical distributor looking for a Customer Support Agent to join their organisation.
POSITION INFO:Develop relationships with customers by understanding their needs and providing excellent service by email, phone, videocon, and face-to-face from our branches.
Responsibilities:- Understand customer needs through their journey, from first contact to pre-sales to ongoing and after-sales support.
- Manage first contact with prospective customers by evaluating their potential ongoing needs and then either introducing them to the products and services or sharing qualified leads with the relevant colleagues.
- Be an excellent brand ambassador as potential first contact with a new customer.
- Be aware of the target service levels specifically when it comes to service-related matters such as first response time, first time resolution, webstore engagement, quote follow up, case resolutions, order/quote processing, managing backorders.
- Process all customer orders accurately and timely to improve customer satisfaction, providing regular updates and feedback to customers regarding the status of their orders, and promote our website as a tool to enhance the customer experience.
- Manage your quote pipeline through regular follow-ups with customers.
- Follow quotes through to resolution and close off quote on the system.
- Follow up on RMA's to ensure transactions are not delayed, including basic product testing for incoming returns.
- Record all relevant customer information on our ERP report log, including customer complaints, technical cases, quotes/sales orders, customer records, and deep customer engagements.
- Understand other departments' responsibilities and competencies and ensure excellent internal, proactive communication to ensure customer satisfaction.
- An electrical or mechatronics qualification will be beneficial.
- Knowledge of industrial automation products.
- Knowledge of application of products in the field.
- Basic technical knowledge in the fields of power distribution, motor control, and energy management.
- Previous experience in a comparable customer service role in the electrical or industrial automation industry.
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