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The Product Support Officer will be responsible for providing support to customers and field representatives.The candidate will assume ownership of support cases assigned by a Product Support Representative and will follow through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered,the candidate will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue in a timely manner.
-Resolve customer complaints via phone, e-mail, mail or social media.
-Use telephones to reach out to customers and verify account information.
-Assist with placement of orders, refunds or exchangers.
-Handle product recalls.
-Compile reports on overall customer satisfaction.
-Read from scripts.
-Issue escalation of field trial devices.
-Troubleshooting field devices issues.
-Conducting periodic customer services.
-Good etiquette behaviour in phone communication.
-Good analytical skills
-Ability to multi-task.