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IoT Customer Service Agent

4 meses atrás

São Paulo, Brasil Quectel Tempo inteiro

Summary


The IoT Customer Services Agent is responsible for the customer relationship, maintaining engagement and satisfaction levels. You will work with various departments within Quectel to implement the services required by the customer, being the point of contact for leading ongoing interactions with key stakeholders in their organisation.




Roles and Responsibilities


Support the regional Quectel technical and sales teams to drive customer excellence

Capture specific customer communications within appropriate platforms and applications

Manage / deliver onboarding of new customers

Own customer issues, engaging internal resource to deliver efficient resolutions to increase customer satisfaction

Maintain customer interactions through multiple channels

Create and maintain professional technical material

Maintain alignment with of Quectel markets, portfolio, and capabilities, advancing and strengthening Quectel’s position within industry, working with internal product and sales teams to identify industry need and develop / accelerate Quectel propositions

Train onboarded customers on Quectel services, products, and platforms

Lead regular customer reviews relating to services and propositions

Generate and deliver applicable reporting (internal and external)

Maintain relevant industry knowledge and experience




Required Experience


Minimum 3 years experience of working in a customer service / customer support organisation

World class customer service skills

Proficient IT skills, including Microsoft Office products

Strong communication skills

Excellent customer management skills, including management of support processes

Ability to manage and prioritise customer requests

Fluent written and oral English, Spanish and Portuguese language (additional languages are advantageous)




Desirable Experience



IoT background an advantage

IoT technical background an advantage