Customer Service ( Software System)

We are looking for a professional, polite, and highly communicative Customer Service Representative to join our team and provide support and assistance to customers using our software system.

Previous experience working with software systems, SaaS platforms, CRM systems, or technology solutions is required.

Responsibilities

• Contact customers by phone to follow up on their inquiries, requests, and needs.
• Receive and respond to customer inquiries through phone calls, WhatsApp, email, and other communication channels.
• Understand customer needs and provide accurate, clear, and professional information about the software system and the services provided.
• Assist customers in using the system and explain its features, functions, and how to use it effectively.
• Provide step-by-step guidance and support to customers in resolving basic system-related issues.
• Identify customer problems and work to resolve them efficiently and as quickly as possible.
• Escalate complex technical issues to the relevant team when necessary and follow up until the issue is fully resolved.
• Make outbound calls to customers for follow-ups, satisfaction checks, feedback collection, and providing the necessary support.
• Record and update all customer interactions, inquiries, complaints, and provided solutions in the CRM or internal company system.
• Follow up with customers after resolving their issues to ensure their satisfaction and confirm that no further assistance is required.
• Handle customer complaints professionally and calmly while maintaining a positive attitude in all situations.
• Build strong and professional relationships with customers and ensure a positive and exceptional customer experience.
• Collect customer feedback and suggestions and communicate recurring issues to management and relevant teams.
• Meet required performance KPIs, including response time, issue resolution rate, customer satisfaction, and follow-up completion rate.
• Collaborate and coordinate with the Sales, Technical Support, and Operations teams to ensure seamless customer service.
• Stay updated on system updates, new features, and services to provide customers with accurate and up-to-date information.

Requirements

• Previous experience in Customer Service, Call Center, or Technical Support is required.
• Previous experience working with software systems, SaaS platforms, CRM systems, or technology solutions is required.
• Excellent communication skills and the ability to communicate with customers clearly and professionally.
• Strong problem-solving and analytical skills.
• Ability to explain technical information in a simple and easy-to-understand manner.
• Good computer skills and the ability to learn new systems and software quickly.
• Strong customer service and relationship-building skills.
• Ability to handle a high volume of customer inquiries and prioritize tasks effectively.
• Ability to work independently and as part of a team.
• Strong attention to detail and excellent follow-up skills.