Customer Support Analyst (Call Centre)

Note: This is not a technical support role, so individuals with a background in technical support should not apply. We require candidates who have experience in a call center and have handled 50 to 60 calls per day.

Job Overview:

first-tier non-technical consumer support role

Key qualifications to be successful in this role:

1. Educational Qualifications:

• Any Graduate
• Post-Graduation Not Required

2. Communication Skills:

• Fluent English Proficiency:

  As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.

• Excellent Verbal and Written Communication:

  Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.

• Active Listening:

  Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions.

• Cultural Sensitivity:

  Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.

3. Customer Service Skills:

• Strong Customer Focus:

  Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.

• Patience and Professionalism:

  Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.

• Clear Problem Solving:

  Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.

• De-escalation Skills:

  Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.

Problem-Solving Abilities:

Call Handling Skills:

Conflict Resolution:

4. Product and Company Knowledge:

• Basic HVAC Product Knowledge:

  Basic technical aptitude of mechanical products. Training will be provided, but having some familiarity with terms like air conditioning, thermostats, and filters can be beneficial.

• Company Policies and Procedures:

  Understanding the company’s policies, procedures, and product offerings so you can answer common questions (warranty coverage and exclusions) and provide accurate information to customers.

5. Technical Skills (Non-Technical):

• Salesforce Experience:

  Familiarity with Salesforce to log and track customer interactions.

• Basic Computer Skills:

  Strong experience in using software like Microsoft Office (Word, Excel, etc.) for handling administrative tasks and documenting customer issues or feedback.

• Multitasking:

  Ability to handle multiple tasks, such as managing customer inquiries while inputting data into Salesforce or updating case statuses.

6. Time Management and Organization:

• Efficient Call Handling:

  Ability to manage call time effectively without compromising the quality of service. While some calls may require longer conversations, it's important to keep the interactions efficient and focused.

• Task Prioritization:

  Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.

7. Soft Skills:

• Empathy:

  Ability to understand the customer's feelings and needs, helping to build rapport and make the customer feel valued.

• Positive Attitude:

  Always maintain a positive and solution-oriented approach, even if you don’t have immediate answers or resolutions.

• Attention to Detail:

  Ensuring all customer information is captured accurately, following up on pending cases, and documenting interactions properly in Salesforce.

8. Experience

• Previous Customer Service Experience:

  5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.

• Experience in a B2C (Business to Consumer) Setting:

  Familiarity with handling consumer inquiries, even if they’re not technical in nature, would be an asset.

9. Shift Assignment:

• Ability to Work U.S. Hours:

  Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.

Summary of Key Qualifications:

1. Fluent English with excellent verbal and written communication.
2. Strong customer service experience and skills, including patience and problem-solving.
3. Basic HVAC product knowledge and understanding of company policies.
4. Proficiency in CRM tools and basic computer skills.
5. Empathy, positivity, and active listening.
6. Ability to work U.S. hours and manage shift work.

This role is more focused on customer interaction and ensuring customers receive accurate and timely information, making it important to be friendly, approachable, and organized.