Customer Support Representative at Neo Cloud Technologies

Position Overview

• We seek a dynamic and empathetic Customer Support Representative to join our team and provide exceptional assistance to our valued customers.
• The ideal candidate will be a patient and effective communicator, capable of resolving customer inquiries and issues promptly and professionally.
• As a Customer Support Representative, you will play a pivotal role in maintaining customer satisfaction and loyalty, while contributing to the overall success of our company.

Responsibilities

• Respond promptly and courteously to customer inquiries via various communication channels, including phone, email, live chat, and social media.
• Address customer concerns, provide accurate information, and offer appropriate solutions to meet their needs.
• Troubleshoot technical issues and guide customers through step-by-step resolutions.
• Collaborate with other team members, including technical and sales teams, to ensure seamless customer experiences.
• Maintain comprehensive and accurate records of customer interactions and transactions.
• Identify and escalate priority issues that require urgent attention.
• Keep up-to-date with product knowledge and company policies to provide accurate information to customers.
• Participate in training sessions and workshops to continuously enhance your customer service skills.
• Proactively gather customer feedback and suggestions, communicating trends and insights to relevant departments.
• Strive to achieve and exceed individual and team performance goals and targets.
• Contribute to the development of customer support resources, such as FAQs and knowledge base articles.

Qualifications

• Master's or equivalent; and University / HND Degree preferred.
• 2 - 6 years relevant work experience.
• Proven experience in a customer support role or similar customer-facing position.
• Excellent written and verbal communication skills in [Language(s)].
• Strong problem-solving skills and the ability to think critically under pressure.
• Empathetic and patient demeanor, with the ability to diffuse tense situations and provide reassurance.
• Familiarity with Social Media engagement
• Basic technical knowledge to troubleshoot and guide customers through common issues.
• Ability to adapt to a fast-paced and ever-changing environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaborate effectively within a team.
• Flexibility to work in shifts, including weekends.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive training program to develop and enhance your customer service skills.
• Opportunities for career growth within the company
• Friendly and inclusive work environment
• Employee assistance program for personal and professional well-being.