Customer Support Representative - Controltek

RECRUITMENT FOR CONTROLTEK USA

Position Summary

The Customer Service Representative will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The role will report to the Customer Service Manager.

Responsibilities

• Execute Customer Support team objective as defined by the Customer Support Manager.
• Build sustainable relationships of trust through open and interactive communication.
• Operate software (Epicor P21, Microsoft Teams, Podio, Hubspot, 3rd Party portals) efficiently and accurately.
• Answer and make telephone calls, emails, and other inquiries from customers and other CONTROLTEK Departments, addressing them in a timely manner.
• Resolve customer concerns via phone, email, mail, or social media.
• Forward more complex Customer Support problems to the Customer Support Manager and involve others who can help.
• Enter and modify customer orders, accounts, returns, exchanges, and other processes with an attention to detail to prevent errors.
• Maintain financial accounts by processing customer adjustments.
• Deliver a high level of service to our customers.
• Maintain continuous training and development.
• Collaborate with Sales, Operations and Finance Teams to ensure achievement of company goals.
• Identify and assess customers’ needs to achieve satisfaction.
• Resolve product or service problems by clarifying the customer's concern; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Answer questions about warranties or terms of sale.
• Inform customer of deals and promotions.
• Be a team player.

Required Qualifications

• Proven customer support experience.
• Excellent communication and presentation skills, both verbal and written
• Familiarity with CONTROLTEK’s systems a plus
• (Epicor P21, Microsoft Teams, Podio, Hubspot).
• Ability to adapt to different types of people.
• Ability to multi-task, prioritize and manage time effectively.
• High school diploma or equivalent; college degree preferred.

Candidates must be located in the Philippines.

Duty schedule: TBA (Mondays to Fridays)