Internet Support Specialist resolving technical support requests via phone, email, and chat for broadband customers. Ensuring connection and email issues are addressed promptly and professionally.
About the role
- Customer Service Coordinator ensuring high-level service and handling customer requests. Collaborating with departments to meet RMA service requirements and resolving complaints.
Responsibilities
- Process product returns and conduct product failure analysis
- Ensure a high level of customer service is delivered to all customers
- Handle the day-to-day RMA Receiving activities
- Answers telephone calls promptly and responds to customer’s requests, inquiries and complaints in a respectful caring manner
- Warranty verification for customers to meet RMA service requirements
- Verifies and investigates into customer’s complaints and drive for resolution in a timely manner for improvement
- Manages customer escalations on the highest priority and work with internal teams for solutions
- Responsible for setting realistic customer expectations, and meeting or exceeding these expectations
- Follow up on RMA backlogs and outstanding to meet schedule commitment to customers
- Parts fulfillment and support, repair charges processing and order confirmation
- Work closely with internal departments as required
Requirements
- Minimum of 1 year of experience in Customer Service or related fields preferred
- Excellent in written, interpersonal communications and organization skills
- Strong customer service, ethics and ability to be empathetic and accept ownership
- Detail oriented with excellent time management
- Ability to Multi-task with minimum supervision and meet established deadlines
- Independent person who also is a strong team player
- Experience in a fast-paced environment
- Proficient with MS Office applications with a strong emphasis on Excel and Outlook
- Prior experiences handling small parts component is a plus
- Assocaite degree is preferred
Benefits
- Comprehensive benefits package
- Participation in bonus and equity award programs
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