Skills
Technical knowledge.
The ability to understand another person's emotions and perspective.
Being able to solve problems as a customer service consultant.
Background in customer service; industry knowledge.
Proficient in MS Office, with working know
Team management and professional development skills: Influence, motivation, communication, team building and coaching.
Proven track record of meeting and exceeding targets.
About
Customer Service Consultant
Communicating with customers via phone, chat, and email
platforms.
Answering questions, troubleshoot issues and schedule
service appointments.
Follow up regarding product or service issues.
Documenting feedback.
Using CRM system for creating daily work orders, sales
orders, delivery notes, invoicing, receipts, quick quotes and
credit notes.
Using SBO and SAP for invoicing and cash/ speed point
banking and GRVing the inbound deliveries.
Assisting all walk in clients with required services.
Creating and sending emails to existing and potential clients.
Customer ticket management on managed engine.
Overseeing the process of managing customer tickets
received from branches or end - user, ensuring timely and
efficient resolution of issues.
Assigning tickets to appropriate team members, monitoring
progress, and ensuring SLAs (Service Level Agreements) are
met.
Acting as frontline support for users encountering issues with
SAP and CRM systems.
Receiving and log calls from users experiencing difficulties
with system functionality.
Investigating reported issues to determine if they stem from
user error or system malfunction.
Providing timely and accurate solutions for user-related
problems, including troubleshooting steps.
Identifying and escalate system-related issues to IT support
for further investigation and resolution.
Maintaining detailed records of all reported issues and
resolutions in the ticketing system.
Collaborating with IT support teams to ensure prompt and
effective resolution of system issues.
Continuously updating knowledge base and training materials
to improve user understanding and reduce future incidents.
Communicating effectively with users to gather necessary
information and provide status updates on issue resolution.
Participating in regular meetings and training sessions to
stay informed about system updates and best practices.
Profile Photo
