Customer Support Agent

4 weeks ago

Johannesburg, South Africa EM Full time

**Purpose of role**:
**Main responsibilities**:

- Champion opportunities to consistently improve the quality of EM Customer Support
- Implement training plans for each team member
- Observe and coach staff to improve standards, knowledge, skills and behaviours.
- Develop capability and motivate internal staff to support the delivery of projects and strategy
- 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 EM’s products and services or sharing qualified leads with the relevant colleagues
- Deliver service improvements to improve the customer support experience across EM
- Ensure standard operating procedures are being followed and company values are being demonstrated at all times when dealing with customers.
- Encourage and convert customers to our online portal.
Ensure quality of advice given to customers is excellent regarding technical issues

**Essential requirements**:

- 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
- Empathy and patience
- People management skills
- Confidence and tenacity
- Desire to learn
- Excellent communication skills written and verbal
- A willingness to go the extra mile
- Time management, ability to respond quickly
- Listening skills
Problem solving skills

**Beneficial requirements**:

- An electrical or mechatronics qualification
- Minimum 3 years experience in the industrial electrical field preferably within a distribution environment
- Knowledge of industrial automation products
- Brand ambassador
- Ability to build deep relationships with customers
- Ability to upsell products and solutions
- Prior experience in a managerial role will be advantageous
- Capacity to accept and utilize constructive criticism

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