Customer Service Assistant

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Rogers Capital Technology Services Ltd is looking for a Customer Service Assistant to work in its Customer Service Department.

If you are agile and have a pioneering mindset, join a winning team so that we can evolve together.

 Job profile:

• 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.

• Negotiation Skills: Good ability to negotiate terms, timelines, and costs effectively with clients, internal and external stakeholders.

• 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. Analyze 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.

 Skills:

• 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 analyze 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, prioritizing issues based on urgency, and maintaining detailed records of customer interactions.

• Teamplayer

 Qualifications & Experience:

• Minimum Higher School Certificate with a minimum of 3 years of experience in a similar industry.