Customer Service Representative at Solutech Limited

About the job

• Respond and attend to incoming phone calls from customers and end users.
• Handle customer complaints, provide the right solutions and alternatives within the applicable SLAs; follow up to ensure resolution.
• Log all customer calls and issues, maintain up-to-date records of customer interactions.
• Maintain up-to-date Standard Operating Procedures of each customer they manage per the allocated accounts.
• Identify customer needs and help customers use specific features.
• Setup data for new customer deployments and advise on best practices.
• Participate in User Acceptance Testing sessions with internal and external teams accordingly.
• Perform end-user trainings and gather feedback on every training session.
• Maintain up-to-date user manuals for the different products the Company offers.
• Regularly review customer’s configurations to ensure they are up-to date and maximum utilization of services by customer.
• Act as first point of contact between customers and the Company, and update the relevant internal teams on any new client developments.
• With excellent customer service, retain customer user licenses count and grow them where possible, and overall retain customers.
• Share feature requests and effective workarounds with the relevant internal teams.
• Inform customers about new features and functionalities.
• Set and meet targets as agreed upon with the Head of Customer Service.

Requirements

• 1+ Years of experience in a similar role, preferably within the tech industry.
• 2+ Years of experience in Customer Service Management, preferably in a Call Center.
• At least a degree in Education, Business, Customer Service or any related field.
• Experience in working with Customer Service management software tools.
• Deep understanding of Service Level Agreements.
• Good leadership, organizational, interpersonal and planning skills.
• Excellent presentation skills.
• Must be able to collaborate in teams.
• Good troubleshooting, technical and multi-tasking skills.
• Must have good listening and communication skills both written and oral (Proficiency in English and Swahili)
• Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• Must have good time management skills.