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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with a focus on first-contact resolution, effective communication, and technical troubleshooting. Proficient in managing customer inquiries and complaints while maintaining high satisfaction levels.
Highest-signal resume keywords
Customer Support ExperienceTechnical TroubleshootingVerbal And Written Communication SkillsAnalytical SkillsAbility To Multitask
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic IT SkillsProblem-Solving SkillsTechnical Issue EscalationMonitoring Systems
Soft Skills
Tact And DiplomacyAdaptabilityPrioritization
Industry Keywords
Customer SatisfactionFirst-Line SupportCommunication ProceduresCompany PoliciesSMS Industry
About the role
Key responsibilities & impact- Provide first-line support and first-contact resolution to customers
- Respond efficiently to customer inquiries and maintain a high level of customer satisfaction
- Identify customers’ needs and assist with queries
- Handle complaints professionally, provide solutions and follow up to ensure resolution
- Provide valid, precise, and complete information using proper methods and tools
- Actively monitor traffic and identify and report issues according to Company procedures
- Escalate technical issues using Company SOPs
- Build rapport and trust with customers through open and interactive communication
- Proactively identify issues before customers report them
- Follow communication procedures, guidelines, and Company policies
- Perform other tasks assigned by management as required
- Monitor multiple systems used by the Company
Requirements
What you’ll need- Basic IT skills
- Ordinary level of education
- Proven customer support experience or experience working in a customer-facing role
- Excellent verbal and written communication skills in English
- Strong analytical, technical troubleshooting and problem-solving skills
- Able to handle difficult or sensitive situations with tact and diplomacy
- Able to adapt, multitask and prioritise
- Able to keep up to date with the latest technologies, products, services, and SMS industry
- Availability to work on a 24/7 roster including weekends and public holidays
Benefits
Comp & perks- Hybrid working
- Career progression
- Health insurance
- Life insurance
- Gym / employee wellness allowance
- Mental Well-being support
- Discount on other insurance policies
- Corporate discount app
- Weekly lunches, juices & Snacks
- Team building activities & events
- Casual dress code
- Competitive salaries