Customer Support Specialist - Competitive Pay

Job Summary:

The incumbent key responsibilities are conducting site inspections and offering technical expertise (theory and practical) on furniture products to the internal team and customers. The incumbent is responsible for maintaining a positive and professional attitude toward customers.

Key Responsibilities:

1. Site Inspection

· Conduct on-site inspections to assess furniture installations, repairs, or warranty claims.

· Evaluate and document the condition of furniture items and identify any defects or issues to provide timely solutions.

2. Customer Support

· Respond promptly to customer inquiries and concerns via phone, email, or in-person visits.

· Provide friendly and knowledgeable assistance to customers, addressing their questions and issues.

3. Technical Expertise

· Demonstrate a strong understanding of our furniture products, including materials, assembly, and maintenance requirements.

· Offer expert guidance on furniture care, assembly, and troubleshooting to internal and external customers.

4. Repairs and Maintenance

· Perform on-site repairs, adjustments, or assembly of furniture as needed.

· Ensure that repairs are executed to meet quality and safety standards.

5. Documentation

· Maintain accurate records of customer interactions, site inspections, and service requests.

· Prepare detailed reports and documentation for warranty claims and service records.

6. Vehicle Maintenance

· Maintain company vehicle in good condition, ensuring it is clean and well-maintained.

· Keep an organized inventory of tools and equipment in the vehicle.

7. Product Knowledge Transfer

· Stay updated on product knowledge, new releases, and technical specifications.

· Collaborate with the technical team to enhance knowledge and skills.

8. Customer Education

· Educate customers on proper furniture care, maintenance, and assembly techniques.

· Offer tips and advice to maximize the longevity and appearance of furniture.

9. Problem Resolution

· Address and resolve customer complaints and issues promptly and professionally.

· Collaborate with other teams to ensure effective problem resolution.

10. Quality Assurance

· Ensure that all furniture installations, repairs, and service meet quality standards and safety guidelines.

· Conduct quality checks on completed work before delivery to customer.

11. Require travelling to customer’s location to attend complaints, including outstation travelling.

12. Responsible for any other tasks and duties as assigned.

Qualifications

1. Candidate must possess at least a Certificate / Diploma in Mechanical Engineering.

2. Minimum 3 years of working experience in field service.

3. Previous experience in furniture assembly, repair, or a related field is preferred.

4. Patient, detailed oriented, and possess strong problem-solving skills.

5. Excellent communication and interpersonal skills.

6. Ability to work independently and manage time effectively.

7. Possess a valid GDL license and clean driving record.

8. Physical fitness for lifting and moving furniture items as required.

9. Foster teamwork and cooperative.