Technical Customer Service Team Lead at Nicole Sinclair Consulting

Customer Service Management

• Ability to engage in the day-to-day activities in relating to customer complaints
• Provide accurate information on how to get the best out of their equipment
  while providng needed training on proper use.
• Provide effective customer service to both current and potential customers by following established processes.
• Ability to handle multiple tasks like customer complaints while documenting any issues raised by customers.
• Acts as a source of information to customers by answering questions, escalating issues, follow-ups and provide instructions to customers as needed.
• Identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
• Apply all necessary knowledge and skills on the job regarding phone interactions with our customers and internal partners.
• Attends company training and contribute to the overall company growth and company initiatives.
• Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
• Effectively executing customer follow-up to encourage adherence to payment plans.
• Exceptional knowledge of and adherence to all company policies and procedures.
• Provide adequate customer education during each interaction with clients on products based on clients’ needs.
• Demonstrate strong understanding of company products and services, guidelines, usage, and product performance.

Operations Management

• Provide technical support to customers by tracking and following up on new installations as well as follow up calls.
• Responsible for updating and tracking customer payment in the system.
• Coordinate with Technicians and managers to compile and update installation information in the database.

Competency/Skill/Requirements

• B.Eng, engineering background would be most necessary for the Role.
• Minimum of 3 years working experience as a customer service team lead in a Solar company or Equipment sales or  Leasing company
• Working knowledge of computer systems (MS Office, and Excel
• Experience with a prior CRM function an added advantage
• Excellent verbal communication, listening and phone skills.
• Good motivational skills and enthusiasm.
• Strong problem solver and able to understand and adapt to customers’ needs.
• Strong communicator with great customer service orientation.
• Excellence data entry skills and attention to details.
• Strong persuasive and resilience skills (ability to work well under pressure and high stress.
• Strong positive attitude.
• Strong organization and time management skills.