Main Responsibilities

• Manage large incoming calls from customers, and respond promptly to customer inquiries through various communication channels.
• Identify and assess customers’ needs to achieve satisfaction, and acknowledge and resolve customer complaints.
• Introduce new networking technologies or improve existing technologies to add value to existing services and capabilities.
• Provide accurate, valid, and complete information to customers by using the right methods and tools.
• Troubleshoot with customers over the phone and resolve issues promptly.
• Generate sales leads, and process orders, forms, applications, and requests.
• Maintain records of customer interactions, transactions, comments, and complaints, and provide prompt feedback on the efficiency of the customer service process.
• Liaise with technical team, engineering, and account departments on fault resolutions and customer account reconciliation.
• Manage a team of IT trainees or junior customer support representatives in NOC.
• Ensure customer satisfaction and provide professional customer support at all times.

Requirements

• Candidates should possess a Bachelor’s Degree with 2-4 years experience.
• Proven customer support experience or experience as a client service representative.
• Ability to work on Day and Night shifts.
• Excellent communication skills, both written and verbal, with a positive and empathetic attitude.
• Ability to manage large incoming calls from customers, and respond promptly to customer inquiries through various communication channels.
• Knowledge of networking technologies, and the ability to introduce new networking technologies or improve existing technologies to add value to existing services and capabilities.
• Ability to identify and assess customers’ needs to achieve satisfaction, and acknowledge and resolve customer complaints.
• Ability to generate sales leads, and process orders, forms, applications, and requests.
• Knowledge of customer service principles and practices, and the ability to provide accurate, valid, and complete information to customers by using the right methods and tools.
• Ability to troubleshoot with customers over the phone and resolve issues promptly.
• Ability to manage a team of IT trainees or junior customer support representatives in NOC.