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

PERSON SPECIFICATION:

• BSc degree in Computer Science or a related field
• 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
• Awareness of industry’s latest technology trends and applications
• Customer service orientation
• Tech savvy and ability to resolve first line issues to customers
• Able to use these relationships to deliver service improvements

Requirements

• We need someone who has experience handling phone/email support in a call center environment.
• We need someone that is flexible with timing.
• Must be available at least 1 day of the weekend.
• Must be Tech savvy.

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