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IT Support Coordinator

3 weeks ago

Dubai, Dubai, United Arab Emirates Imperium Software Technologies Full time

Imperium Software Technology is looking for an IT Support Coordinator for our organization. The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints.

Responsibilities

  • Manage incoming mails and phone calls.
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions.
  • Follow communication procedures, guidelines and policies
  • Good interpersonal skills and the ability to work with technical and non-technical personnel.
  • Perform as an intermediary in between customers and technical team for problem solving.
  • If any complaints arise from customer side, resolve as soon as possible and keep in touch with them for the further feedback.

Requirements and skills

  • Proven customer support experience or experience as a Client Service Representative
  • Bachelor's degree in Computer Science or any other related course.
  • Familiarity with CRM systems and practices
  • Excellent organizational skills, interpersonal skills, verbal and written communication skills.
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
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