Customer support Representative

Job Summary/ Objectives:

Handling questions, comments, complaints and tickets, Interact with suppliers' feedback. providing positive customer experiences by enhancing relationships between them

General Duties and Responsibilities:

• Respond promptly to customer inquiries and provide information, assistance, and resolutions through various communication channels (e.g., email, phone, chat).
• Reporting all cases related to service performance to SMS vendors and Javna Engineering team
• Address customer questions and concerns with professionalism and empathy.
• Diagnose and resolve customer issues effectively and efficiently, ensuring a high level of customer satisfaction.
• Escalate complex issues to senior team members or management as needed.
• Develop and maintain a comprehensive understanding of the company's products and services to provide accurate information and technical assistance to customers.
• Maintain accurate and detailed records of customer interactions and support activities, including case notes, in the company's CRM system.
• Adhere to established customer support processes and procedures to ensure consistency and efficiency in service delivery.
• Contribute to the improvement of existing processes by providing feedback and suggestions.
• Gather and document customer feedback and product enhancement requests, communicating them to the appropriate teams for consideration.
• Collaborate effectively with team members and other departments to resolve customer issues and share insights on customer needs and preferences.
• Stay updated on product updates, industry trends, and customer support best practices through training and self-directed learning.
• Reporting all cases related to service performance to SMS vendors and Javna Engineering team.
• Any other Task assigned from your supervisor.

Required Education and Experience:

• High school diploma or equivalent; a bachelor's degree is a plus.
• A minimum 1 to 2 years of experience in customer support or a related role.