Customer Service Support

OVERALL OBJECTIVE & PURPOSE

Core responsibility is to work closely with the Field Services Supervisor to handle day to day complaints, troubleshoot the calls on queue for the field service technicians, if problems cannot be resolved, dispatch efficiently.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Provide helpdesk support to the retailer/agent as appropriate and log all calls in cadence as well as looking after the day-to-day efficiency of overall Customer Service offerings in the field for the field service technicians, looking after dispatched calls. 
• Regularly review all queues in cadence with particular attention to the assigned and Dispatch queues in order to ensure that all cases are handled efficiently. 
• Ensure that provides timely, diligent, and friendly service and responds with a sense of urgency. 
• Keeps customers advised appropriately, by performing follow-up calls with agents who had previously reported problems/issues. When possible, anticipates and inventively resolves customer’s needs and offers solutions. 
• Prevent high turnaround times for calls to be dispatched to agent locations by collaborating closely with the Field services team and advising the agent of any changes in the arrival time to resolve their issue. 
• Understands the importance of excellent customer service and consistently strives to understand and exceed customers’ expectations. Demonstrates awareness of and sensitivity to internal and external customer needs. 
• Establishes rapport and builds trust with customers. Handles customer complaints and frustrations with emotional intelligence and understanding, bringing up issues as required. 
• Speaks in a pleasant, cheerful, natural manner with customers. 
• Work with FMR’s to ensure Agents have adequate distribution of merchandising, consumable and marketing materials. 
• Undertakes “Courtesy” calls to Chronic Retailers to support with the enhancement and improvement of customer service to these agents. 
• Responds to telephone calls, emails, and requests for information in a timely manner. 
• Ensuring that for all calls which require equipment to be moved and or placed at an agent location that the equipment is updated on Cadence. 
• timely feedback to agents on the delivery of their stock 
• Produces written material that is clear, concise, and easily understood. Material is free of spelling and grammatical errors. 
• Performs additional duties and responsibilities as assigned. 

REQUIREMENTS

ACADEMIC BACKGROUND

• Diploma in Computer Science or Information Technology.
• Advance knowledge in Microsoft Office and Excel will be an asset.

Experience

• At least two years’ experience in a related field.
• Good knowledge of the roads and districts across Trinidad and Tobago

Crucial requirements

• Consistently demonstrates a positive outlook in work.

• Excellent interpersonal skills.

• Good documentation and report writing skills.

• Willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.

• Accepts new assignments, challenges, and change in a positive manner.

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