Minimum requirements:
- Proven experience in a customer service or technical support role, ideally in a utility management or similar field
- Knowledge of SQL databases, with the ability to update and manage data accurately (MySQL)
- Proficiency in SQL for database querying and record maintenance.
- Familiarity with CRM software and other customer support tools.
- Strong troubleshooting abilities with an understanding of technical support best practices.
- Exceptional communication skills with a focus on active listening and empathy.
- Ability to stay calm and patient in high-stress situations, particularly with difficult clients.
- Strong problem-solving skills with a focus on providing positive customer experiences.
Duties are, but not limited to:
- 1st receiver of all support queries through support channels, whether email/whatssapp or support system tickets.
- Provide 2nd level support by resolving queries and/or guiding client on steps to resolve 1st level queries.
- Escalate advanced queries to 4th level support.
- Keep track of time spent on each query, whether resolved or escalated.
- Responsible for regular communication with the client as well as other support staff.
- Conduct training sessions for new users on software and systems.
- Assist in the onboarding process for new clients, ensuring a smooth transition and setup.
- Build and maintain strong relationships with clients through exceptional service.
- Provide timely updates to clients regarding the status of their support requests.
- Collect and document customer feedback to help improve products and services.
Please note: Only shortlisted candidates will be contacted
