Customer Service Representative
Job Summary
Deye New Energy Tech is seeking a Customer Service Representative to provide customer service and technical support via hotline calls, email, WhatsApp, online chat, and ticketing systems. The role involves troubleshooting technical issues for customers, installers, distributors, and business partners, while maintaining accurate records in the company system. Candidates are expected to ensure prompt resolution of inquiries and maintain up-to-date knowledge of company products.
Responsibilities
- Answer incoming hotline calls and respond to technical enquiries
- Provide first-level technical troubleshooting over the phone
- Record all customer interactions and technical cases in the system
- Maintain up-to-date knowledge of company products
Required Skills
- Customer service
- Technical support
- Problem solving
- Communication skills
Job Details
Key Responsibilities
Customer service and technical support
- Answer incoming hotline calls and respond to technical enquiries from customers, installers, distributors, and business partners.
- Provide first-level technical troubleshooting over the phone.
- Handle enquiries received via telephone, email, WhatsApp, online chat, or ticketing system.
- Accurately record all customer interactions and technical cases in the company's system.
- Provide prompt, courteous, and professional customer service at all times.
- Ensure customer enquiries are resolved within the agreed service level.
- Open, update, monitor, and close technical support tickets.
- Follow up with customers until issues are fully resolved.
Product Knowledge
- Maintain up-to-date knowledge of company products and new product releases.
- Participate in technical training programmes and other relevant courses.
- Assist in developing technical FAQs and troubleshooting guides in the future.
- Any other duties that are assigned by Deye Philippines call centre