|Job Description:||Complete system delivery through set-up processes and population of client information; Serves customers by providing product and service information, including system training where required; resolving product and service problems after the systems are delivered.|
Customer telephone support
•Attracts potential customers by answering product and service questions; suggesting information about other products and services.
•Monitors new customer system delivery and progress in-build stages.
•Resolves product or service problems by clarifying the customer's complaint; determining the casue of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•Maintains customer records by updating account information in back-office
•Maintains client relationship by processing customer and following through client enquiries
•Recommends potential products or services to management by collecting customer information and analyzing customer needs
•Prepares product or service reports by collecting and analyzing customer information
New system set-up
•Monitors the new client system delivery
•Works as part of the IT team creating the new system construction
•Manages the clients delivery expectations
•Contributes to team effort by accomplishing related results as needed
Initial system training
•Initial training of key personnel in new customer structure
•Internal and external workshops training delivered (may mean time away overnight requirement)
•Management of the training material to reflect the current functionality
•Effective administration to monitor training needs within customer accounts
•Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking