About the CompanyAs Hantec Trader has grown we require a dedicated support agent who will be able to provide support to customers via multiple channels but also act as a liaison for internal teams in resolving complex issues.About the RoleAs a Customer Support Representative, your mission is to ensure customer satisfaction through prompt and effective assistance, problem-solving, and enhancing the overall customer experience.ResponsibilitiesCustomer Experience: Provide prompt and courteous assistance to customers via various channels including phone, email, and live chat. Address customer inquiries, concerns, and requests in a timely and professional manner. Guide customers through the product, troubleshooting and issue resolution.Internal Support Liaison: Act as a point of contact for internal support teams in resolving complex issues or reverting to the relevant department.Problem Solving: Identify and analyse customer issues to determine the root causes and provide effective solutions. Use critical thinking and problem-solving skills to resolve customer complaints and challenges.Product Knowledge: Gain a deep understanding of company products, services, and policies. Stay update on features, updates, and changes to provide accurate information to both customers and internal teams.Reporting: Accurately document customer interactions, issues and resolutions. Generate reports on customer inquiries and trends to identify areas for improvement.Continuous Improvement: Proactively identify opportunities to improve customer support processes and procedures. Participate and host training sessions and professional development activities to enhance skills and knowledge.Compliance: Maintain confidentiality and adhere to company standards in customer interactions. Represent the company positively and professionally.QualificationsStrong organisational and communication skills.Results driven and will work through every avenue to achieve your objectives.Process driven and constantly looking at new ways to improve how things are done.Strong English Communication: Proficient in articulate and professional English communication, both written and verbal.Attention to Detail: Meticulous in ensuring precision and accuracy in all tasks.Adaptable Under Pressure: Proven ability to remain flexible and excel in dynamic, high-pressure environments.Positive Attitude: Fosters a positive and collaborative atmosphere, contributing to a cohesive team spirit.
Job Title
Customer Service Representative