Customer Support / IT Representative at Chukolo Core at Chukolo

Job Summary

• The Customer Support Specialist will be the primary point of contact for our customers, addressing their inquiries, concerns, and requests in a timely and professional manner.
• This individual will play a key role in resolving issues, providing product information, and delivering top-notch support to maintain high levels of customer satisfaction.
• The successful candidate should possess exceptional communication and problem-solving skills and be committed to delivering outstanding customer service.

Responsibilities

• Stocking and inventory.
• Serve as the first point of contact for customers, handling incoming inquiries via phone, email, chat, or other communication channels.
• Respond promptly and courteously to customer inquiries, providing accurate information about our products/services, pricing, and order status.
• Resolve customer complaints, issues, and technical problems efficiently, escalating complex cases to the appropriate internal teams when necessary.
• Document and track customer interactions and issues in the CRM system, ensuring accurate and up-to-date records.
• Work collaboratively with cross-functional teams to address customer needs and provide effective solutions.
• Proactively follow up with customers to ensure their inquiries are fully addressed and to gather feedback on their experience with our company.
• Assist customers with product setup, usage guidance, and troubleshooting, both remotely and on-site support.
• Provide product training and support materials to customers to enhance their understanding and usage of our offerings.
• Participate in customer service improvement initiatives by identifying recurring issues and suggesting process enhancements.
• Stay up-to-date with product knowledge, industry trends, and best practices to provide accurate and relevant information to customers.
• Collaborate with the sales team to identify opportunities for upselling or cross-selling our products/services based on customer needs.
• Assist in processing product returns, exchanges, and warranty claims, ensuring company policy and procedure adherence.
• Contribute to the creation and maintenance of customer support documentation and knowledge base articles.

Requirements

• Candidates should possess a Bachelor's Degree qualification with 3 - 7 years work experience.
• Proven work experience as a Customer Support Specialist or similar customer-facing role.
• Excellent communication skills, both written and verbal, with a friendly and empathetic approach.
• Strong problem-solving abilities, with the capacity to think critically and resolve issues effectively.
• Patience and the ability to remain composed when dealing with challenging customer situations.
• Outstanding organizational skills and the capability to multitask and prioritize tasks effectively.
• Proficiency in using customer support software, CRM systems, and other relevant tools.
• A customer-centric mindset and a passion for delivering exceptional service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with our industry and products/services is an advantage.