Customer Support Officer
1 month ago
Your tasks
- Provide excellent customer support via email/ telephone to clients who may be onshore or offshore. Address inquiries, troubleshoot issues, and ensure customer satisfaction.
- Register and manage cases effectively within prescribed KPIs in CRM tool Salesforce
- Support customers with chart loading issues
- Provide assistance to existing customers with Chart Sales & quotations
- Manage software registration/ activation
- Update and manage the FAQ/ Knowledge base and monitor PAYS position reporting
- Work closely with other departments, including sales, technical support, and product development, to ensure a seamless customer experience.
- Actively participate in 24/7 support shifts over phone/ email
What we need from you
- University degree or equivalent diploma in Marine IT/electronics/similar fields
- Interest in shipping and navigation
- Desire to learn on the job and participate in trainings
- Problem-solving abilities and a customer-focused mindset.
- Ability to work independently and as part of a team.
- Should be able to manage customers with an empathetic demeanor and handle confidential data
- Good communication skills via phone / email
- Good IT-knowledge and preferably experience with a CRM system
- Good in English both spoken and writing is a must
- Experience in marine industry an advantage
- Nautical Watch-keeping Certificate / Customer Service Experience / Technical Service is an advantage
What is in it for you
- Attractive salary package
- 21 vacation days
- Private health insurance
- Provident fund contribution
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