DUTIES & RESPONSIBILITIES
Uses his/her excellent technical product knowledge and experience and best customer service skills to efficiently and effectively troubleshoot the customer’s issue towards absolute resolution.
Engages the customer in a spontaneous and conversational manner in a way that makes the customer experience good and enriching
Investigates and clarifies consumer comments, questions, and concerns using active listening and probing skills
Knows how to effectively multitask and prioritize workload. Can effectively go thru the systems and process while carrying on a conversation with the customer
Recommend available service options when necessary.
Use tact and judgment in communicating with, in particularly, angry and/or frustrated consumers
Accurately document customer cases and pertinent details in internal CRM
Reports feedback that affects the course of Operations in a day to day basis
Upholds and promotes client’s core values
Meets productivity standards
COMPETENCY REQUIREMENTS
With Basic Competency Level in ff.:
Common consumer electronics, technical products, networking and WIFI
Windows and Mac operating systems
Computer hardware