Customer Service Representative (CSR)

The role

· Respond to inbound customer inquiries via phone, email, and chat · Maintain a high level of customer satisfaction through effective problem-solving and communication · Close tickets in a timely and efficient manner, paying close attention to details · Resolve technical issues for customers and clients by asking relevant questions to probe issues and identify root cause · Communicate with vendors to troubleshoot and resolve technical issues, efficiently and professionally looping in all major stakeholders as needed · Communicate with customers and clients to provide updates and resolution of technical issues, chasing updates internally and externally · Document and track technical issues and resolutions in a centralized database · Work with different teams internally to resolve issues and make follow-up as needed · Escalate issues to ensure timely resolution · Continuously improve knowledge and skills through training and self-study · Be very adaptable to constant changes in the support process · Work in flexible hours to match customer needs

What we expect

• Provision of 1st line support for reported incidents
• Provide excellent customer service in response to a wide range of inbound customer queries
• Provide a single point of contact for customers and vendors, dealing with the management of both routine and non-routine incidents, problems and requests
• Investigate and resolve customer inquiries using own initiative including, but not limited to, network and Internet related issues, hardware returns, restaurant menu changes and correspondence via email
• Cross- department collaboration in planning and execution of support processes when resolving customer issues
• Achieve challenging individual and team targets
• Ability to multi-task, adapt to change, follow instructions and work well with others and make decisions
• Should display resourcefulness, efficiency, originality, flexibility, and problem-solving skills
• Detailed knowledge of operating appropriate company and vendor systems including but not limited to SalesForce, TOAST and Aloha (NCR)