Customer Support Agent

SUMMARY:
Electrical distributor looking for a Customer Support Agent to join their organisation.

POSITION INFO:
Develop relationships with customers by understanding their needs and providing excellent service by email, phone, videocon, and face-to-face from our branches. Investigating and solving customer problems.

Responsibilities:

• Understand customer needs through their journey, from first contact to pre-sales to ongoing and after-sales support.
• Manage first contact with prospective customers by evaluating their potential ongoing needs.
• Be an excellent brand ambassador as potential first contact with a new customer.
• Be aware of the target service levels specifically when it comes to service-related matters such as first response time, first time resolution, webstore engagement, quote follow up, case resolutions, order/quote processing, managing backorders.
• During the pre-sales engagements understand the customer application, reference and provide the necessary technical information from our website, and propose with confidence the correct product or service to resolve the customer’s problem.
• For queries of a post-sales or technical nature gather the relevant technical information by evaluating and analysing the symptoms and then research the relevant technical resources to be able to fully understand the problems. Engage with colleagues as appropriate.
• Process all customer orders accurately and timely to improved customer satisfaction.
• Manage your quote pipeline through regular follow ups with customers. Follow quotes through to resolution and close off quote on the system. Follow up on RMA’s to ensure transactions are not delayed, basic product testing for incoming returns.
• Professionally handle customer complaints through to resolution timeously.
• Record all relevant customer information on our ERP report log customer complaints, technical cases, quotes/sales orders, customer record, deep customer engagements.
• Understand of other departments responsibilities and competencies and excellent internal, proactive communication to ensure customer satisfaction.

• An electrical or mechatronics qualification.
• Knowledge of industrial automation products.
• Knowledge of application of products in the field.
• Basic technical knowledge in the fields of power distribution, motor control and energy management.
• Previous experience in a comparable customer service role in the electrical or industrial automation industry.
• Brand ambassador.

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