Customer Service Technical support (Customer Service Representative Level 2)

OP360/TLC is currently hiring a Full-Time Tier 2 Customer Service Representative to join our growing team. We are looking for someone who is well-organized, pays great attention to detail, and is data-driven. The ideal candidate will have strong communication skills and be able to multitask while adapting quickly to changes.

As a Level 2 Customer Service Representative, you will be responsible for answering inbound calls and responding to email tickets to ensure that our customers are well taken care of.

Responsibilities include

• Handle Inbound volumes and Email tickets efficiently and professionally.
• Handle Service calls – Troubleshooting of units and Technician calls.
• Ensure timeliness in responding to all tickets with no misses.
• Accuracy in handling tickets to no misses.
• Review previous correspondences in the ticket (if any), gather relevant customer information, verify key aspects, and determine a resolution.
• Make well-balanced decisions and be personally driven to be an effective advocate of our brands.
• Meet and exceed daily performance metrics related to key performance indicators.
• Recognizes both basic and advanced problems, conducts research, provides resolution, and follows up with customers as needed, escalating more complex cases.
• Provide expert customer support, including professional, courteous, and timely communication at all levels of interaction.

Requirements and Qualification

• With atleast 2 years and above experience in Technical Support background (specific to appliances and units)
• With atleast 5 years of experience in Customer Service Support
• A confident communicator with outstanding written and verbal skills, strong customer service, and conflict resolution skills (at least B2-C1).
• Strong attention to detail and time management.
• Ability to handle customer queries through tickets, live chat, and voice support.
• Able to clearly explain complex information and technical terms in a simplified manner.
• Patient, helpful, friendly, and pleasant demeanor/personality. Able to teach and share knowledge effectively.
• Flexibility to take on multiple tasks, problem-solving/critical thinking skills.
• Some degree of further education/college.
• Demonstrates composure, professional attitude, and technical (Computers, Internet) savvy.
• Able to work onsite.
• Can start ASAP.