Technical Customer Service Executive

Position Overview:

This role involves troubleshooting with various stakeholders and requires a strong ability to manage customer interactions with professionalism and care. The Technical Customer Service Executive will oversee all customer interactions, ensuring responses are timely, accurate, and adhere to our high standards.

Key Responsibilities:

• Respond to customer requests and resolve technical issues promptly.
• Communicate clearly with customers and escalate complex issues to technicians or project managers.
• Provide expert guidance on personal data protection and ensure adherence to relevant regulations, safeguarding customer information at all times.
• Review and standardise all customer service replies to ensure consistency, clarity, and a high-quality service level across all communication channels.
• Monitor customer feedback and implement strategies to continuously improve service quality, ensuring customer satisfaction remains a top priority.
• Work closely with other departments to resolve complex customer issues and ensure a seamless service experience.
• Identify opportunities for service improvements or process enhancements based on customer feedback and operational insights.
• Follow up with customers to ensure that their concerns are fully resolved and their expectations are met, fostering strong customer relationships.
• Track, analyze, and report on customer interactions, ensuring key performance metrics (e.g., response time, resolution rate) are consistently met.
• Contribute to the development and implementation of customer service policies that enhance the overall customer experience and service delivery.
• Engage in proactive customer retention efforts, offering tailored solutions and services that meet their needs and improve overall satisfaction.

Requirements:

• Proven experience in a customer service role, with a strong understanding of customer care and support processes.
• Knowledge of personal data protection regulations and best practices.
• Strong communication and interpersonal skills, with the ability to articulate information clearly and professionally.
• Excellent problem-solving abilities, with a focus on resolving customer concerns efficiently.
• Ability to work collaboratively within a team and cross-functionally with other departments.
• Detail-oriented with the ability to manage multiple tasks and priorities in a fast-paced environment.
• Good written communication skills and comfortable using Google Suite and Mac OS.
• Experience in providing some level of technical support in systems or software is an added advantage.
• Please note: This position requires weekend availability. Applicants who are unable to work weekends will not be considered.

Experience:

• Customer service: 2 years (Preferred)