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Skills required

• Technical Proficiency: Knowledge of computer hardware, software, and networks.
• Familiarity and understanding of common IT issues customers might face.
• Excellent Communication Skills: Ability to clearly and effectively communicate both verbally and in writing.
• Customer Service Orientation: Strong commitment to helping customers, understanding their needs, and delivering a high standard of service.
• Problem Solving Skills: Ability to diagnose issues and come up with effective solutions quickly.
• Critical thinking to analyse problems and think outside the box when standard procedures don’t work.
• Attention to Detail: Ensuring all aspects of an issue are addressed, and accurate information is provided to prevent future problems.
• Organizational Skills: Managing multiple tasks or cases at once, prioritising issues based on urgency, and maintaining detailed records of customer interactions.
• Team player.

Duties:

• Customer Inquiry Handling: Provide timely and accurate responses to customer inquiries via phone, email, and any other communication channels.
• Ensure that each customer feels heard and supported throughout their interaction with us.
• Proposal Writing: Good ability to draft clear and concise support proposals that outline the scope of work, benefits, and costs.
• Escalation Management: Recognize when issues need to be escalated to higher-level technical support or other departments.
• Ensure smooth handover with clear communication of the problem's details.
• Documentation and Reporting: Maintain and generate reports on common issues and customer feedback trends to help improve the product and service quality.
• Feedback Collection and Analysis: Actively seek out customer feedback to gauge satisfaction and identify areas needing improvement.
• Analyse this feedback and report findings to the management team for strategic planning.
• Compliance and Security: Adhere to company policies and industry standards regarding data security and privacy.
• Ensure that all customer interactions and data handling meet stringent compliance requirements.
• Continuous Learning: Stay up-to-date with new products, technologies, and customer service best practices through continuous learning and professional development.
• Be committed to excellence and promoting efficiency by setting personal example of our corporate values:- Agility, Pioneering and Excellence.
  
  If you are agile and have a pioneering mindset, join a winning team so that we can evolve together.