Technical Customer Service Officer at Cydene Energy

Responsibilities
Strategic:

• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Turn prospective Clients to actual Clients
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Drive better sales through service.

Operational:

• Keep Accurate records and Document Customer Service actions and Discussions
• Analyze Statistics and Compile Accurate Reports
• Keep ahead of Industry’s developments and apply best practices to areas of improvement
• Control Resources and utilize assets to achieve qualitative and quantitative targets
• Work Effectively with all peers to negotiate and influence customer improvements
• Organize Training sessions for client representatives in order to enhance product knowledge.
• Manage Company / Customer’s contact list system.

Key Performance Indicators

• Increased response time to resolve complaints
• Maintain 100% of customer base.
• Quality of Customer Feedback
• Average Response & Resolution time of customers complaints
• Increased number of acquired reviews
• Improved Customer retention Rate.

Person Specification

• B.Sc qualification in Computer Science or a related field with 3 - 5 years work experience.
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Able to use these relationships to deliver service improvements
• Proven Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Tech savvy and ability to resolve first line issues to customers
• Able to use these relationships to deliver service improvements.

Requirements:

• Candidate MUST have experience handling phone/email support in a call center environment.
• Candidate must beflexible with timing. Shifts are most likely afternoon or evening shifts (3-11pm or 7pm - 3am)
• Must be available at least 1 day of the weekend.
• Must be Tech savvy.

Salary
Very Attractive.