Customer Care Consultant

Responsibilities

• Handling all incoming customer support calls, including providing assistance with after-hours support via mobile.
• Managing responses to customer support emails.
• Taking ownership of ticket resolution processes.
• Collaborating with customers' IT departments to address business issues effectively.
• Upholding RIB's reputation for delivering high-quality customer service.
• Collaborating with the Sales & Marketing Team to offer pre-sales support related to IT.
• Evaluating customer needs and proposing solutions tailored to their IT and business needs.
• Assisting with Host Employer installations for clients.
• Addressing customer support inquiries and emails promptly and professionally.
• Generating, analysing, monitoring, and resolving support incidents reported by customers.
• Offering after-hours support whenever feasible for critical incidents or clients.
• Ensuring strong customer relationships by following up on support matters.
• Escalating customer satisfaction concerns to the Client Service Manager or other relevant stakeholders and maintaining clear communication until resolution.
• Proactively identifying potential customer satisfaction issues and taking preemptive measures to escalate and mitigate them whenever possible.
• Documenting and reporting software issues.
• Documenting and submitting wish list items.
• Recording all Helpdesk inquiries, customer queries, and issues using Jira Service Desk.
• Documenting resolutions for future reference purposes.

  Requirements

• Proficiency in level 1 technical support.
• Demonstrating prompt, responsive, responsible, and amiable problem-solving skills in addressing customer issues.
• Exhibiting sound judgment and customer-oriented instincts in handling problem resolutions and escalations.
• Possessing excellent communication, problem-solving, and troubleshooting abilities.
• Preferably possessing familiarity with the construction industry or having prior experience with collaborative project management software.
• Demonstrated capability to comprehend and follow verbal and written instructions effectively.
• Ability to efficiently manage and prioritize multiple tasks. 

 
Knowledge or experience in the following will be an advantage

• Construction project management / control software
• Cloud platforms, particularly Microsoft Azure.
• Virtualisation technologies including VMware and Hyper-V
• CAD software
• Database software.

 
If you are interested in the role, please forward your resume to [email protected] At least one year of experience is required. Only shortlisted candidates will be contacted for interview.