Job Openings Customer Support Representative

About the job Customer Support Representative

Job brief

We are currently looking for a Customer Support Representative to perform telephone duties and ensures that all information obtained are processed accurately in order to provide first call resolution to all customers such as end-users, dealers resellers, and Authorized Service Centers. 

He or she will also interact with customers who bring-in Brother machines for in-house repair. The position assesses and diagnoses the machines received to determine the scope of repair needed and endorses the machines with the Technical Support Engineer and follow-up the status of repair.

Responsibilities

    Customer Service Support

    • Deal effectively with phone and e-mail inquiries, complaints, technical support requests from end-users, dealers, retailers and ASPs
    • Coordinate calls and onsite repairs schedules to the Technical Support Group
    • Handle, record, and coordinate customer requests and complaints
    • Ensure that commitments with customers are met
    • Provide technical assistance to walk-in customers
    • Receive and assess the defective machine from walk-in customers and advice on the scope of the repair
    • Monitor and follow-up repair status
    • Receive and release customer machines

    Reporting and Documentation

    • Log and update all calls received in the CRM system
    • Extract customer information from CRM and mail extended warranty letters and stickers to customers
    • Conduct customer satisfaction surveys for calls, e-mail responses and warranty repairs
    • Issue case ticket to ASCs upon verification of the required documents
    • Update the CRM system to record details of inquiries, complaintsto keep records of customer interactions
    • Prepare and submit repair quotations to customers, conducts survey
    • Prepare and submit required reports

Requirements

    Education

    • Bachelors degree in Information Technology or any 4-year related course.

    Experience

    • One (1) year related experience in Customer service or related field

    Specific knowledge

    • Strong customer service orientation
    • Effective oral and written communication skills
    • Good social, interpersonal, and negotiation skills
    • Computer proficient

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