Customer Service Representative

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.  

Position Overview:

The Customer Service Representative will be responsible for answering incoming customer telephone calls, emails, and ZAC cases regarding post-sales issues, either with a solution, verification of defective product and/or referral to the manufacturer.

What you’ll do as the Customer Service Representative:

Employees employed in the role of Customer Service Representative shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Respond to customer inquiries via phone, email, chat, or messaging.
• Help customers select suitable IT products such as laptops, desktops, servers, networking equipment, software, and accessories.
• Prepare and send price quotations.
• Check product availability, pricing, and estimated delivery times.
• Coordinate with sales representatives, vendors, warehouses, and logistics teams.
• Resolve customer complaints, order issues, shipping delays, and return requests.
• Create and update customer accounts and sales orders in CRM.
• Maintain accurate records of customer interactions.
• Upsell or cross-sell products and services when appropriate.
• Meet customer satisfaction (CSAT), response time, and productivity goals.
• Follow company policies and service-level agreements (SLAs).

What will you bring to the team:

Required Experience:  

• Excellent verbal and written communication.
• Strong customer service and problem-solving skills.
• Basic knowledge of sales process and workflow.
• Basic knowledge of IT hardware, software, and networking products.
• Experience with CRM systems (such as Microsoft Dynamics 365).
• Good organizational and time management skills.
• Ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Office, especially Excel and Outlook.

Preferred Qualifications

• Bachelor's degree (Computer Science, IT, Business, or a related field is often preferred).
• Experience in customer service or IT sales support.
• Familiarity with major IT brands such as Dell, HP, Lenovo, Cisco, and Microsoft.

 Zones offers a comprehensive Benefits package:

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Job timings: 9:00 PM to 6:00 AM (Pk time)