Minimum 1-3 years of experience in customer service, customer support, or a related role. Please refer to the job advert for further information.
WE ARE HIRING
Customer Support Consultant
ABOUT OREL IT
OREL IT is a global technology and IT services provider helping organisations accelerate growth through secure, intelligent digital solutions. Our expertise spans Al, software development, cloud operations, data centre solutions, cybersecurity, managed IT services, technical support, and digital transformation, empowering businesses to innovate with confidence, operate with resilience, and scale for the future.
ABOUT THE ROLE
As a Customer Support Consultant, you will be the trusted first point of contact for our customers, delivering exceptional service and ensuring every interaction reflects OREL IT'S commitment to customer excellence. You will handle enquiries, resolve issues efficiently, and work collaboratively with internal teams to provide a seamless customer experience.
KEY RESPONSIBILITIES
- Respond to customer enquiries via phone, email, live chat, and other support channels in a professional and timely manner.
- Provide accurate information and assistance regarding products, services, account updates, orders, returns, refunds, and general enquiries.
- Troubleshoot customer issues, resolve them where possible, and escalate complex cases to the appropriate teams.
- Maintain accurate customer records and document all customer interactions using CRM and ticketing systems.
- Monitor open cases and proactively follow up with customers to ensure timely resolution and customer satisfaction.
- Collaborate with cross-functional teams to resolve customer issues while meeting agreed service levels.
- Meet established customer service KPIs, response time targets, and quality standards.
- Identify recurring customer issues and provide feedback to support continuous service improvement.
QUALIFICATIONS & EXPERIENCE
- High School Diploma or equivalent qualification. An associate or bachelor's degree is preferred.
- Minimum 1-3 years of experience in customer service, customer support, or a related role.
- Experience working with CRM or ticketing platforms such as Salesforce, Zendesk, HubSpot, or similar systems.
- Proficiency in Microsoft Office applications and general computer systems.
- Excellent verbal and written communication skills with strong attention to detail.
- Ability to manage multiple customer enquiries while maintaining accuracy and professionalism.
PREFERRED SKILLS
- Strong customer-focused mindset with excellent interpersonal and relationship-building skills.
- Excellent problem-solving, critical thinking, and conflict-resolution abilities.
- Strong organisational and time management skills with the ability to prioritise tasks effectively.
- Ability to remain calm and professional in a fast-paced environment.
- Patience, empathy, adaptability, and commitment to delivering exceptional customer experiences.
- Experience supporting SaaS, e-commerce, healthcare, financial services, or technology solutions will be an added advantage.
- Multilingual communication skills and technical troubleshooting experience are desirable.
WORK ENVIRONMENT
- Office-based, remote, or hybrid work arrangements depending on business requirements.
- Shift-based role, including evenings, weekends, and public holidays, to support customers across U.S. time zones.
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