Deskripsi Pekerjaan
Join the dedicated team at Firefly Electric & Lighting Corp. as a Customer Support Associate and become the trusted voice of our brand. In this dynamic role, you will be responsible for managing a high volume of customer-related inquiries, addressing concerns, and providing accurate resolutions to ensure a seamless experience for our clients. We are looking for individuals who are empathetic, patient, and possess a strong desire to solve problems and exceed expectations.
Your primary focus will be to troubleshoot customer issues via various channels, including phone and email, and provide timely, accurate solutions. You will collaborate closely with the sales and technical teams to ensure customer satisfaction and loyalty. At Firefly, we believe in empowering our employees, and this role offers a fantastic opportunity to develop essential soft skills and advance your career in a fast-paced customer service environment. If you thrive on helping others and enjoy a challenge, we want to hear from you.
Tanggung Jawab
- Handle inbound and outbound customer calls and emails with a focus on resolving issues efficiently and professionally.
- Analyze customer inquiries to determine the root cause and provide appropriate technical or product-based solutions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex issues to the appropriate department or management team to ensure timely follow-up.
- Assist customers with product specifications, billing questions, order status updates, and installation queries.
- Maintain a high level of product knowledge to provide accurate information and recommendations.
- Participate in training sessions to improve service quality and stay updated on product innovations.
Kualifikasi
- High school diploma or Bachelor’s degree in any field.
- Proven experience in customer service, call center operations, or retail support.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a keen attention to detail.
- Proficiency in using computer systems, CRM software, and Microsoft Office Suite.
- Ability to work in a fast-paced environment and handle high call volumes effectively.
- Customer-oriented mindset with a friendly, professional, and positive demeanor.