Customer Support Specialist

Job Overview


Fugro, a world-leading Geo-data specialist, is seeking a dedicated and professional Customer Support Specialist to join our team. We use the power of Geo-data to unlock the secrets of the Earth, building a safer and more livable world in collaboration with our clients. This Full-Time position, and offers a competitive hourly wage of $28.45 - $31.26 USD. The successful candidate will be a crucial link between our company and our clients, ensuring a seamless, positive, and effective support experience that reflects Fugro's commitment to excellence.


Responsibilities


* Serve as the first point of contact for clients, managing inbound enquiries via phone, email, and our support portal with professionalism and efficiency.

* Provide accurate, valid, and complete information by using the right methods and tools.

* Identify and assess clients' needs to achieve satisfaction, troubleshooting issues and providing appropriate solutions and alternatives within the time limits.

* Maintain comprehensive and accurate records of client interactions, processing client accounts and filing documents.

* Collaborate closely with internal technical and project teams to escalate and resolve more advanced issues.

* Develop a strong understanding of Fugro’s services and solutions to effectively address client queries.

* Contribute to team efforts by accomplishing related results as needed and actively participating in process improvement.


Qualifications


* Proven experience in a customer support or client service role, preferably within a technical or B2B environment.

* Exceptional communication and interpersonal skills, with a strong command of written and spoken English.

* Excellent problem-solving skills and the ability to think critically and analytically.

* Proficiency in using CRM systems and other customer service software.

* Strong organizational skills with the ability to multitask, priorities, and manage time effectively.

* A client-oriented attitude with a high degree of patience and empathy.

* An interest in technology, earth sciences, or engineering would be advantageous but is not essential.