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Technical Liaison Officer

Job Ref
Job Type
Employer Type
Date Added 2 Feb 2018
Expiry Date 2 Mar 2018
* There have been 20 applications to this job.
* This job has been viewed 3951 times.
Dracore Data Sciences


Market related


Role details:
What does Customer Support do?
Customer support will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
Customer support is genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer support can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these Customer support can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Key Responsibilities
• Manage large amounts of incoming calls
• Provide product/services information and resolve any emerging problems that our customer might face with accuracy and efficiency.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents
• Generate sales leads
• Complete the sales process for incoming leads
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Provide support to sales function
• Ability to deal with technical team to communicate technical issues and requirements
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Train customers face to face and online

Requirements/ attributes
• Proven customer support experience
• Track record of over-achieving quota
• Strong phone, email and online contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication, interpersonal and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Attention to detail
• Work under pressure
• Problem solver