Customer Support Officer (Sales Background) at Smash Technology

Key Roles and Responsibilities
Customer Support Duties:


Respond to customer inquiries via phone, email, chat, or in person.
Resolve customer complaints and provide timely solutions.
Process orders, returns, refunds, and account updates.
Provide accurate information about products, services, policies, and procedures.
Maintain customer records and document interactions in CRM systems.
Follow up with customers to ensure satisfaction and issue resolution.
Escalate complex issues to appropriate departments when necessary.


Sales Duties:


Identify customer needs and recommend suitable products or services.
Upsell and cross-sell products to existing customers.
Generate leads from customer interactions and referrals.
Meet individual and team sales targets.
Prepare quotations, proposals, and pricing information.
Convert inquiries into sales opportunities.
Support marketing campaigns by promoting offers and new products.


Relationship Management:


Build and maintain strong customer relationships.
Increase customer loyalty and retention.
Gather customer feedback and share insights with management.
Serve as a bridge between customers and internal departments.


Administrative and Reporting Tasks:


Update customer databases and sales records.
Track customer service metrics and sales performance.
Prepare reports on customer issues, sales activities, and trends.
Ensure compliance with company policies and service standards.


Skills Required:


Excellent communication and interpersonal skills.
Customer service orientation.
Sales and negotiation skills.
Problem-solving and conflict-resolution abilities.
CRM software proficiency
Time management and multitasking.
Active listening and empathy.
Ability to work under pressure and achieve targets.