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Customer Service Representative

 Job Qualifications

·         Experience in Security/Video Surveillance, IT industry or related industry preferred.

·         Minimum Education: 2 years college preferred.

·         2-3 years related customer service work experience.

·         Microsoft Office.

·         Bilingual Spanish or French preferred.

 

Job Competencies

·         Problem Solving - Identifies and resolves problems efficiently; Gathers and analyzes information; Develops solutions; Uses reason.

·         Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

·         Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.

·         Professionalism - Approaches others in a polite and tactful manner; Maintains composure and reacts well under pressure; Treats others with respect and consideration; Follows through on commitments.

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 Job Summary

The customer service representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of company products and programs, finding suitable solutions relating to their issues, ensures customer needs are satisfied, and to maintain and enhance customer loyalty to Dahua. Bilingual Spanish or French preferred.

 

Essential Functions

·         Respond to incoming calls quickly and effectively while ensuring technical queries are handled in a professional manner.

·         Meet customer needs, offer options, resolve problems and follows up with customers.

·         Ensures full customer satisfaction by treating customer claims with high priority while maintaining a friendly, helpful demeanor.

·         Performs research, offers solutions, options and strategies.

·         Track problem status until resolution is achieved and maintains contact with customer to give updates on service requests.

·         Satisfactorily and effectively conducts internal and external communication in order to provide timely and accurate information to customers.

·         Records accurate, comprehensive, and timely information to ensure visibility, consistency of information, and to enable root cause analysis.

·         To address customer needs and refer sales opportunities to appropriate sales specialist.