What are the responsibilities and job description for the Customer Support Representative position at Otodata?
POSITION SUMMARY
The Customer Support Representative is responsible for assisting customers and handling complaints efficiently and professionally, while fully complying with established service quality and productivity standards.
KEY RESPONSIBILITIES
Responding to customer inquiries:
- Respond to written and verbal inquiries about the products offered, taking customer needs into account.
Order management:
- Receive and process customer requests (85% email and 15% telephone).
- Enter quotations and opportunities.
- Follow up on orders.
Communication and support:
- Facilitate communication among customers, sales representatives, technicians, and customer service representatives.
- Advise customers on products and provide high-quality after-sales support.
Training and technical support:
- Provide online training to help customers make optimal use of the portal.
- Provide support for difficulties using the Nee-Vo mobile application.
After-sales service:
- Ensure customer satisfaction.
- Handle customer complaints and follow up on them.
- Maintain response times for written inquiries under 48 hours whenever possible.
Internal support:
- Provide support and assistance to sales representatives in the various regions served.
- Perform any other related duties.
REQUIRED SKILLS AND QUALIFICATIONS PROFILE
Education / Experience / Certification
- High school diploma
- Five years of relevant experience
- Proficiency with Microsoft Office (Word, Excel, Outlook).
Knowledge
- Excellent oral and written communication skills in English
- Knowledge of the propane energy, fuel, lubricant, and telemetry industries is an asset.
Required Skills and Abilities
- Excellent written and verbal communication skills.
- Ability to manage multiple tasks simultaneously.
- Strong commitment to customer service and customer satisfaction.
- Strong time-management and organizational skills.
- Knowledge of customer relationship management (CRM) software.
- Ability to work as part of a team.
- Positive and proactive attitude.
- Flexibility and adaptability in response to change.
- Autonomy, initiative, and a strong sense of responsibility.
- Thoroughness, attention to excellence, and meticulousness.
- Comfortable working in a dynamic, fast-paced environment.