Customer Service Specialist providing support via all channels at TDCX. Identifying customer needs and ensuring satisfaction with a focus on relationship building.
About the role
- Customer Support Representative providing professional engagement with Simpro Group customers. Handling inbound support queries via phone and chat while ensuring high customer service standards.
Responsibilities
- Efficiently handle high volume inbound customer support queries via live phone and/or chat, ensuring that support inquiries and software-related issues, are addressed in a timely and effective manner, developing expertise in the Product area you support
- Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction
- Ensure first contact response and resolution for non-complex customer queries is within defined targets
- Develop expertise relative to the Product suite you support
- Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions
- Proactively identify technical issues with the software and accurately report them through our internal escalation channels to our Sr.CSRs, ensuring that they receive the necessary information to address and resolve these issues promptly
Requirements
- Excellent communication and relationship building skills
- A polite and friendly telephone manner
- An eagerness and enthusiasm to learn, along with the ability to learn quickly
- Good time management and organizational skills
- Upbeat and proactive can-do attitude
- Ability to demonstrate an understanding of supported product/suite of focus and can explain how configurations affect results
- Able to demonstrate troubleshooting abilities by grasping the situation and knowing what part of the application is the likely root cause (profiles, settings, actions/workflows)
- Able to utilize knowledge base articles
- An understanding or insight into trades industries would be advantageous
- A good understanding of cloud based technologies and systems would be advantageous
Benefits
- Novated leasing via salary packaging
- Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)
- Generous Parental Leave Program
- Paid Volunteer Leave Days
- Public Holiday Exchange Scheme
- Talent Referral Program – get rewarded for referring a friend to join our team!
- Casual dress and relaxed office environment
- Fun team camaraderie and events
- Opportunities for career progression and development
- Diverse training & internal networking opportunities across all of our product lines
- Service recognition awards
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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