Customer Support Representatives

Our team is expanding, and we are now looking for Customer Support Representatives, to handle technical customer support requests and enquiries in a professional manner and to the satisfaction of the customer as well as to monitor multiple systems used by the Company.

We are exploring ways to grow our team and in taking ownership of this role, your areas of responsibility will be:

• Provide first-line support and first-contact resolution to customers.
• Respond efficiently to customer inquiries and maintain a high level of customer satisfaction.
• Identify the customers’ needs and assist customers with their queries.
• Handle complaints professionally, provide solutions and follow up to ensure resolution.
• Provide valid, precise, and complete information using the proper methods and tools.
• Actively monitor traffic, and identify, and report any issues according to the Company’s procedures.
• Escalate technical issues using the SOPs of the Company.
• Build rapport and trust with customers through open and interactive communication.
• Work proactively to identify issues that may arise before the customer reports such issues.
• Follow communication procedures, guidelines, and Company policies.
• Any other task assigned by the management and as required from time to time.

We are looking for individuals with basic IT skills, an ordinary level of education, and proven customer support experience or experience working in a customer-facing role.

Additionally, the ideal candidate will be:

• Passionate about Customer Service where customer satisfaction and first-contact resolution immediately come to mind.
• Customer-centric team player with a ‘can-do’ attitude.
• Excellent verbal and written communication skills in English.
• Strong analytical, technical troubleshooting and problem-solving skills.
• Able to handle difficult or sensitive situations with tact and diplomacy.
• Able to adapt, multitask and prioritise.
• Able to keep up to date with the latest technologies, products, services, and SMS industry.

The selected candidate must be available to work on a 24/7 roster including weekends and public holidays. This position is hybrid (mornings - onsite and weekends/PH/afternoons/nights - remote).