Customer Service Representative

SUMMARY:
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POSITION INFO:

A Customer Service Representative in the Water Treatment Industry typically supports clients by providing information, handling inquiries, and resolving issues related to water treatment products and services. Here’s an overview of the job description:

Job Title: Customer Service Representative

Job Summary

The Customer Service Representative will assist clients with water treatment components, ensuring high levels of satisfaction and prompt solutions. This role involves responding to inquiries, processing orders, managing product or service issues, and coordinating with internal teams to ensure timely delivery and accurate product information.

Key Responsibilities

Customer Support and Assistance

Respond to customer inquiries via phone, email, and live chat regarding product information, pricing, availability, and compatibility.

Guide clients in selecting appropriate water treatment components based on their needs and applications.

Resolve product issues or complaints promptly and professionally, escalating to management or technical teams if necessary.

Order Processing and Tracking

Enter and manage orders in the system, confirming details and ensuring accurate delivery timelines.

Coordinate with shipping and inventory departments to ensure timely and correct fulfilment of orders.

Track orders and provide regular updates to customers, handling any delays or adjustments.

Product Knowledge and Training

Develop in-depth knowledge of water treatment products and their applications.

Provide clients with technical guidance on installation, maintenance, and troubleshooting.

Sales Support

Assist the sales team with lead generation, follow-ups, and preparing quotes.

Upsell or recommend additional products when relevant to customer needs.

Documentation and Reporting

Maintain accurate records of customer interactions, transactions, and complaints in the CRM system.

Generate periodic reports on customer feedback, product issues, and trends to help improve customer service and product offerings.

Collaboration and Communication

Work closely with technical support, sales, and product development teams to address complex customer needs.

Relay valuable customer feedback to improve product development and service quality.

Qualifications and Skills

High school diploma or equivalent; additional education or certifications in customer service or water treatment is a plus.

Experience: 1-3 years in customer service, preferably in a technical or manufacturing setting.

Product Knowledge: Familiarity with water treatment processes or components is highly preferred.

Technical Skills: Proficient in CRM and order management systems; basic understanding of water treatment terminology.

Counterfoil experience a must

Communication: Strong verbal and written communication skills.

Problem-Solving: Ability to handle challenging situations calmly and professionally.

Key Competencies

Customer-focused mindset with a dedication to delivering excellent service.

Strong organizational skills and attention to detail.

Ability to work in a team-oriented environment and adapt to a fast-paced industry.

Remuneration:

13K – 16K

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