Aftersales Support Associate at Alan & Grant

Job Purpose

• Ensures good customer experience for clients on product suite. Candidate must have high control quotient, Emotional Intelligence, exceptional problem solving, critical and creative thinking abilities.
• Management and prompt resolution of customer complaints
• Answer incoming calls and respond to customers’ emails
• Identify and escalate issues to the Technical Support team
• Provide product and service information to customers
• Research, identify, and resolve customer complaints using applicable software
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Contribute to our revenue by efficient upselling of products and services to customers
• Complete call logs and reports
• Other duties as assigned.

Requirements

• Proficient in relevant computer applications - CRM, Microsoft Suites, Task Management tool
• 1-3 years of experience in a similar role
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately.