Job Title: Customer Support Agent †Elevator Industry
Job Summary:
Responsible for handling customer interactions related to elevator services, including inquiries, complaints, service requests, and follow-ups. Acts as the first point of contact to ensure timely resolution, customer satisfaction, and smooth coordination with the service and maintenance teams.
Key Responsibilities:
- Inbound Calls:
- Receive and log customer calls regarding elevator breakdowns, maintenance requests, and general inquiries.
- Provide accurate information on service schedules, warranty, and AMC (Annual Maintenance Contract) details.
- Escalate urgent issues to the technical team for immediate action.
- Outbound Calls:
- Follow up with customers on service completion, feedback, and satisfaction levels.
- Remind clients about upcoming maintenance visits or AMC renewals.
- Reach out to potential customers for service upgrades or new product offerings.
- Coordination & Documentation:
- Maintain detailed call logs in CRM systems.
- Coordinate with field technicians and service managers to ensure timely resolution.
- Prepare daily/weekly reports on call volumes, resolutions, and customer feedback.
Skills & Qualifications:
- Strong communication skills in English and local languages.
- Customer-focused with problem-solving abilities.
- Basic knowledge of elevator systems and service processes (training will be provided).
- Proficiency in MS Office and CRM tools.
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