Customer Support Specialist

1 week ago

Singapore Wärtsilä Full time

**Customer Support Specialist (Temporary, 12 months)**:
**Job Title: Customer Support Specialist (Temporary, 12 months)**

**About the position**
As a** Customer Support Specialist, **you will:

- Provide responses to all enquiries entering through CSC with satisfactory time limit, then forward to the service teams or o to other relevant teams of the organizations
- Handle customer cases with empathy, professionalism, and a customer-centric approach, aiming to de-escalate situations and reach satisfactory resolutions
- Ensure customer satisfaction: o Foster a positive and customer-centric approach in all interactions, demonstrating patience, empathy, and professionalism.
- Strive to meet or exceed customer expectations by delivering exceptional service
- Understand customer concerns, identify the root cause of problems and enable the service or higher-level support teams to provide appropriate solutions in a timely and efficient manner
- Gather the relevant data from various sources such as the customer, company own databases or internal support teams
- Maintain customer related master data like accounts, contacts, installations and equipment.
- Request needed modifications beyond own authority from global master data stakeholders
- Ensure proper documentation for all transactions, adhering to company policies and procedures
- Register all enquiries (as tickets)
- Verify customers contacting ANCS
- Keep abreast of product features, updates, and enhancements to effectively address customer inquiries and provide accurate information
- Identify patterns or trends in customer issues and provide feedback to management for process improvements Liaise with various internal departments, such as product development, sales, and operations, to obtain information, seek assistance, or provide feedback on customer concerns and recurring issues**To be successful in this role, we expect you to have/be**:

- High school diploma or equivalent; bachelor's degree is a plus.
- Previous experience in customer support, call center, or help desk roles is preferred
- Strong verbal and written communication skills
- Basic technical knowledge to address common customer inquiries
- Strong problem solving skills with a pragmatic approach
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
- Strong teamwork and collaboration skills to work effectively with internal teams
- Customer service-oriented mindset with a focus on delivering high-quality support
- Patience and composure in handling challenging customer interactions
- Flexibility to work in shifts, including evenings, weekends, and holidays if required

**Contact & next steps

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