Customer Support Agent

Purpose of role:

Develop relationships with customers by understanding their needs and providing excellent service by email, phone, videocon, and face-to-face from our branches. Investigating and solving customer problems: some easy and some complicated. Knowing when to escalate problems to other colleagues when necessary. Excellent communication with customers and colleagues.

Main 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 EMs 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 EMs 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

During customer engagements use positive language, greetings, use the customers first name, offer further assistance, aim to solve the problem with the highest level of professionalism and in an efficient manner

During the pre-sales engagements understand the customer application, reference and provide the necessary technical information from our website, and propose with confidence the correct product or service to resolve the customers problem. Know when to sacrifice first time resolution by escalating to a colleague when you are not sure of how to solve the problem.

Continuously learn and develop through formal training (20%) and through on-the-job exposure to new problems and solutions (80%)

Through building a deep understanding of EMs products and services, internal know-how of EMs systems and processes you will be able to build customer confidence in your and EMs capability

Gather information from customers by using active listening techniques to understand the reasons they are making an inquiry, raising general or specific questions relating to services and products. This is done to ensure that we understand not only how to resolve the direct problem/question but that we understand how to add more than transactional value add

For queries of a post-sales or technical nature gather the relevant technical information by evaluating and analysing the symptoms and then research the relevant technical resources to be able to fully understand the problems. Engage with colleagues as appropriate

Process all customer orders accurately and timely to improved customer satisfaction, regular updates and feedback to customers regarding the status of their orders, 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 RMAs to ensure transactions are not delayed, basic product testing for incoming returns

Professionally handle customer complaints through to resolution timeously.

Record all relevant customer information on our ERP report log customer complaints, technical cases, quotes/sales orders, customer record, deep customer engagements etc

Understanding of other departments responsibilities and competencies and excellent internal, proactive communication to ensure customer satisfaction

Essential requirements:

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

Empathy and patience

Positive attitude

Personal responsibility

Confidence and tenacity

Desire to learn

Excellent communication skills

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

Knowledge of industrial automation products

Knowledge of application of products in the field

Brand ambassador

Ability to build deep relationships with customers

Ability to upsell products and solutions