Customer Support

• Respond to order inquiries, process return labels, and advise on warranty questions.
• Receive and make outbound customer calls including corresponding via email.
• Manage customer and equipment data and effective use of resources, systems, and databases.
• Provide world-class customer service, response time and follow through to internal and external customers.
• Engage with customers in a friendly and professional manner while actively listening to their concerns.
• Works directly with external and internal customers either by telephone, electronically or in-person, coordinating information with teams, departments and dealer partners.
• Effectively manage workload to meet customer expectations and organization’s goals.
• Timely processing of transactions and responses to inquiries.
• Follow documented procedures.
• Ability to de-escalate customer situations in order to obtain first call resolution (FCR).
• Accurate use of systems and databases to enter, manage, and maintain customer equipment, to research inquiries and to respond to requests.
• Records customers product quality complaints according to complaint handling guidelines and SOP, forwarding to the quality department for further documentation & processing.

Customer Service Representative, Phone Team

Customer Service Account Analyst