Job Description
The Customer Support Specialist is the support system of the company and is required to communicate with customers, clients, suppliers, and internal clients. Their effort contributes to the company developing and maintaining strong relationships with internal and external stakeholders. They are responsible for communicating the hows and whys related to service expectations within the company. The main duties include answering phones, responding to customers’ questions, assisting with customer issues, and complaint handling. They are also responsible for client-facing duties that impact the customer and client’s experience of Electrofix Group.
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Core Duties
- Channel and document customer, client, and supplier queries to the right people and department for a more advanced form of query resolution
- Offer full Customer Support in a professional and timely manner
- Establish a positive rapport with all clients and customers in person, via phone or e-mail
- Collect Customer Satisfaction feedback as per process and protocol
- Handle customer concerns and complaints in a timely manner
- Welcome guests at the showroom and ensure a positive and professional experience while on premises
- Curate streamlined email communications
- Deal with customer issues and churn out an easy-to-follow solution
- Manage payments of customer orders
- Fix service, maintenance, and installation appointments based on the availability of customers and clients
- Interact with customers to ensure they have a desirable and shareable experience
- Assist the sales team with requirements related to customers and clients
- Assist colleagues when dealing with suppliers and or partners
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General Duties
- Compile, present, and discuss required reports with the HoC as and when required
- Logging of leads, faults, and complaints in the appropriate systems
- Input data in the required systems for reporting purposes
- Basic filing requirements
- Prepare and post outgoing mail and monitor, collect, and distribute incoming mail
- Responsible for the upkeep of the Front Desk, showroom, and other common areas
- Attend training sessions, company events, and others when required
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Core Strengths
- Empathetic & adaptable
- Effective listening
- Ability to use positive language
- Clear communication skills
- Self-Control and patience
- Attentiveness
- Time Management
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Skills required
- 2+ Years of proven Customer Support Experience
- Excellent verbal and communication skills in Maltese and English
- Passionate about Customer Service
- In possession of a Customer Service Certification &/or similar
- Customer-centric team player with a ‘can-do’ attitude
- Strong analytical, technical troubleshooting, and problem-solving skills
- Able to handle difficult or sensitive situations with tact and diplomacy
- Able to adapt, multitask and prioritize
- Proficient in Microsoft Office, mostly in Excel
If you have what it takes to become the number 1 Client Ambassador, do not let this one pass you by! Kindly, send us your CV at laura.spiterigalea@electrofixgroup.com. Looking forward to hearing from you!