Job Description
Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Key Responsibilities:
Primary Responsibilities:
Provide advanced technical assistance to customers and internal teams on product features, functionalities, and usage.
Investigate and resolve complex customer issues related to product performance, compatibility, and usability.
Communicate with customers via phone, email, chat, or in-person to understand their concerns and provide prompt and accurate solutions.
Create and maintain documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist customers and support team members.
Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve issues effectively.
Conduct training sessions for support team members and customers on product updates, new features, and best practices.
Monitor and evaluate the quality of support services provided, identify areas for improvement, and implement corrective measures.
Prepare and present reports on customer support metrics, trends, and feedback to management for strategic decision-making.
Gather and analyze customer feedback to identify product improvement opportunities and contribute to product development initiatives.
Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services.
Customer Relationship Management:
Build and maintain strong relationships with key customer accounts.
Understand the unique needs and challenges of each customer and provide tailored solutions.
Act as a primary point of contact for customer escalations and issue resolution.
Team Responsibilities:
Mentor and support peer group team of customer-facing professionals, fostering a collaborative and results-driven environment.
Product Expertise:
Develop an in-depth understanding of our Talent solutions.
Provide guidance and support to the team in effectively communicating product features and benefits to customers.
Process Improvement:
Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
Identify trends in customer inquiries and feedback to inform product and service enhancements.
Collaborate with cross-functional teams to ensure a seamless customer experience.
Qualifications:
Bachelor's degree in a relevant field (Business, IT, or similar) with 65% / 6.5 CGA.
Willing to work in rotational shifts and during weekend if necessary.
Proven experience in a customer-facing role.
Strong Client facing / Customer Relation skills.
Excellent communication, problem-solving, and interpersonal skills.
Ability to adapt to changing priorities and thrive in a fast-paced environment.
A customer-centric mindset and a passion for ensuring customer success.
