Digital Customer Support agent at CLS Human Capital Specialists

JOB PURPOSE

• Product Experts provide high-quality first-line support and remote care to the company's USA customers.
• They maintain high customer satisfaction and ensure customers are assisted remotely via video calls, voice calls, emails and text messages.
• Product Experts ensure that prospective customer callers are assisted with the information they require/desire and process the sales on the new customer’s behalf.
• They also ensure that customers’ devices are operational and that the customers understand how to use and maintain their hearing aids.

REQUIREMENTS
Minimum education (essential):

• Matric

Minimum education (desirable):

• Customer Satisfaction Certificate

Minimum applicable experience (years):

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)

Required nature of experience:

• Customer relations and relationship management
• Telephonic and email support
• Video calling experience (advantageous)
• Contact centre experience
• Telephonic sales experience and high conversion rates (advantageous)
• Technical support experience
• Administration and record management
• Working in a digital environment

Skills and Knowledge (essential):

• CRM system experience
• Telephonic sales and support skills
• Excellent English skills (written and spoken)
• Excellent communication ability and oratorship
• Conflict management