To provide guidance and direction, provides customer service for one or more Mercans teams, client and, products. Use prescribed guidelines to ensure good customer relations are maintained and customer claims and complaints are resolved fairly, effectively.
Qualifications / Skills
Minimum Requirements for Candidates
Use your knowledge and soft skills to diligently comprehend and diagnose customers’ needs.
Engage in customer success and customer advocacy.
As a subject matter expert, you are required to monitor, prioritize and respond appropriately to all support requests received
Communicate clearly and effectively with customers via phone, email, and chat
Manage customer escalations in accordance with agreed SLAs and support agreements
Maintain a high level of customer engagement and satisfaction
Use a variety of instructional methods to ensure maximum delivery effectiveness
Expectations for Ideal Candidates
Prior experience with business-to-business support and/or client management
Clear and concise communicator, both oral and written.
Ability to work in pressure situations and to work in a cross functional environment
Ability to build rapport and trust with clients
Attention to detail and passionate
Ability to prioritize, multitask and manage time effectively
Technically skilled, i.e., able to comprehend ERP, ATS, HRM and SaaS applications