[Hiring] Customer Care Representative @NextGen Automation

Role Description

The Customer Care Representative is responsible for delivering outstanding service to NextGen Automation’s customers by managing inquiries, resolving issues, and building lasting relationships. This role requires effective communication, technical support, and collaboration with internal teams to ensure customer needs are met promptly and professionally, contributing to a positive customer experience and organizational success.

• Manage large volume of incoming phone calls.
• Greet customers warmly and ascertain problem or reason for calling.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide prompt, accurate and courteous responses to customers.
• Demonstrates ownership to resolve challenging issues, escalating when necessary.
• Assist with scheduling client orders, equipment, and manpower.
• Create and issue service invoices.
• Provide outstanding technical support for customers.
• View inquiries as opportunities to exceed customer expectations.
• Respond to telephone and email inquiries from individuals utilizing our online software.
• Follow up on customer requests to ensure complete handling of the caller’s inquiry.
• Create cases for new features and solutions for our development team to implement.
• Educate and provide training to customers on using various aspects of the software.
• Working with other departments – service team leads and service manager.

Qualifications

• A passion for providing exceptional customer service.
• Patience to able to stay calm in an intense environment.
• Proven experience in conflict management.
• Strong understanding of customer service best practices.
• Proven aptitude to function within deadlines, while working both independently and as part of a team.
• Strong attention to detail.
• Professional and positive attitude.

Requirements

• Excellent communication skills (written and verbal).
• Excellent documentation skills.
• Ability to multitask.
• Strong organizational skills.
• Adaptability and flexibility to deal with different customers and needs in a brief period.
• Leadership skills.