深圳招聘

Job Description

We are searching for a polite, professional service support Representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The service support Representative may handle a high volume of inbound or outbound Tickets or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their contact, address all questions or complaints, and provide an accurate and efficient response.

To be a successful service support Representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

 

Service support Representative responsibilities

·        Answering tickets to clients to learn about and address their needs, complaints, or other issues with products or services.

·        Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.

·        Engaging in active contact with customers, confirming or clarifying information and diffusing angry clients, as needed.

·        Building lasting relationships with clients and other call center team members based on trust and reliability.

·        Utilizing software, databases, scripts, and tools appropriately.

·        Understanding and striving to meet or exceed service support metrics while providing excellent consistent customer service.

·        Making sales or recommendations for products or services that may better suit client needs.

·        Taking part in training and other learning opportunities to expand knowledge of company and position.

·        Adhering to all company policies and procedures.

 

Service support Representative Requirements

·        Ability to read and write Japanese.

·        Exceptional customer service, active listening, and verbal and written communication skills.

·        Understanding of company products, services, and policies.

·        Proficiency with computers, especially with CRM software, Zendesk and strong typing skills.

·        Ability to ask prying questions and diffuse tense situations.

·        Strong time management and decision making skills.

·        Adaptability and accountability.

·        Fluency in multiple languages may be desired.

  

Intra Industry, part of EDCO the Netherlands, is a Dutch global trading company. The assortment consists of more than 20.000 products and 10.000 m of showcase area. They work with over 1000 factories and deal with the most respected retailers in the world such as Wal-Mart, Carrefour, Metro and Costco. Intra Industry carries a large number of product lines under its own brand in household products, car accessories, toys and electronics amongst other categories. Intra Industry also carries A-brand licenses such as Good Year, Grundig, Kinzo, Stanley, Black+Decker, Motorola and Dunlop. Intra Industry employs 100 fte in various countries and is a rapidly growing professional and dynamic organization.