As a Customer Support Specialist, you are responsible for earning our clients’ trust by answering our customers’ queries about our products, assisting with technical concerns with its usage and installation, and minimal upselling and quote generation. This role is expected to work closely with the Sales Manager and Product Team in providing accurate responses related to our products as well as with the Sales Specialist in endorsing quotation requests and assisting in successfully converting sales for the team. This is a frontline role which means you’ll be actively contributing to our mission to help our customers with limited time, resources, and skills to keep their loved ones safe easily.

Key Role Objective/Accountability(& KPIs):

1. Customer Satisfaction and Resolution (40%)

• You must be the type of person who can think outside of the box, think ahead for the customer, and provide solutions that are well-thought-out and simple
• Purposeful Design to eliminate waste: Your responses/answers should be very intentional. Eliminate wasted time by thinking ahead and answering the core of the customer’s problem to avoid a lot of back and forth.
• Provide exceptional customer support by responding to customer queries in a timely and accurate way, via phone, email, or chat 
• Monitor and study our customer reviews/feedback on our Amazon product listing (so you can help make suggestions on how to improve our product/process)
• You are expected to provide complete resolution to exactly what the customer is trying to do (not necessarily what the customer is asking about... we are to provide EXCEPTIONAL customer support. Our customer service is about quality, NOT quantity. Please understand this; if this is not you, it's ok and do not apply.
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2.: Product Advocacy & Mastery(30%)

• Be a product and process expert. Understand our products, our competitor’s products, the issues, our value proposition, as well as our process/resolution. 
• Constant Growth & Improvement: Be curious and cognizant about our product(both existing and newly launched), processes, as well as of what’s going on within the industry so you can help make suggestions on how we can improve
• Familiarize oneself with the products offered in the organization
• Expected to be updated with new product launches, inventory, and availability of products
• Learn product specification, purpose & use most especially for fence and rail products.

3. Process Adherence & Cadence : (30%)

• Use our CRM (Front App) and adhere to the following 
  • SLA - 24 hours
  • Hours of Operations - Flexibility with working hours depending on the surge of Tickets & Requests
  • Analytics - Monitor daily productivity  (Products, Prices, # Tickets)
  • Rules - Attendance, SLA Adherence, Meeting target expectations & KPIs Weekly, Monthly, Quarterly & Yearly
  • Process - Coordinating with the Sales & Product team for accuracy & smoother process.
• Update on CRM (Pipedrive) 
  • Deal Stages - Data Entry - Providing updates on the status of Opportunities & Leads to help sales to close all pending deals.
  • Doing proper cadence and follow-through on delivery, OOS, and pending payments.

• Update our internal databases, sheets & CRM with information about technical issues, questions, and other useful discussions with customers so we can improve our system/product
• Reply to customers always within 5 minutes. Attend and do callbacks to CX requesting urgent assistance. You can be flexible with how else you want to spend your time at work as long as you are meeting this SLA. We prefer for you to be attentive around the computer and be on the lookout for new messages/tickets 
• Data entry (make labels/ship things on FBA or other shipping platforms, either for inbound or for customer spare parts)
• Resolve all issues by the end of the day (you can snooze if we are waiting for a customer or another person's reply/info)
• Fill out an End of Day report to confirm you have done all the required checklist/tasks for the day (it's the same daily)
• Fill out an End of Week report to think about how the week went and anything can be improved (same weekly)
• DILO:
  • Check all turnovers from the previous CS shift:
  • Emails
  • Refunds
  • Requests for Quotations
  • Help on parts to use
  • Draw or illustrate  what it would look like to determine parts to be used; seek assistance or endorse to the Sales Specialist
  • Missing parts
  • Other miscellaneous concerns
  • Follow up / follow through on turnover items and pending payments
  • Escalate non-CS escalations to respective owners (e.g. Thine, Steve)
  • Address customer concerns as they come
  • Submit EOD & EOW 

• Lead Generation or Lead Mining - Leads and tickets are being generated from our CRMs
• Do Training and Creation of dashboards - rather utilizing CRMs and reports we already have in monitoring Sales & Performance
• Creation of sales scripts and workflows
   

• 3-5 Years of Customer Support and Providing exemplary service to customers.
• 3-5 years experience in taking Inbound and Outbound Calls
• 3 years experience in using good email etiquette 
• Experience in using Basic CRMs and Data Entry
• Must be amenable to work during weekends and graveyard shift.

• Use of Apollo, Pipedrive, Slack, 3CX & Monday are not a requirement but are good to have
• A proven track record in customer service and support with expertise in prioritization and pipeline management.
• Has experience in the manufacturing industry