Customer Service Representative
About FGC+
#SparkSuccess at FGC+!
Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights.Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.
Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.
Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.
About the Job:
Join our dynamic team and play a vital role in delivering world-class customer service! As a Customer Service Representative (CSR), you'll have the exciting opportunity to engage directly with our valued customers (retailers), their end users, and our expert technical service partners.Your day-to-day will involve providing prompt, accurate, and helpful support via phone and email. You'll be the go-to person for everything from verifying product warranties to troubleshooting issues, scheduling repairs, and ensuring smooth post-installation experiences.
This is a chance to make a real impact while helping customers get the most out of our products.
What You'll Do:
- Become an expert in company platforms and processes to identify opportunities for improving Customer Care/Service management and workflow efficiency, in collaboration with the Director of Technical Services and Director of Parts & Engineering.
- Enhance customer retention by proactively addressing issues that could lead to customer churn, ensuring the successful execution of customer service processes.
- Serve as a key escalation point for complex service-related issues, managing customer expectations and ensuring timely resolutions throughout the service lifecycle.
- Monitor service calls for each factory and product, identifying potential concerns related to:
- Manufacturing design or defects
- Parts defects and failures
- Customer Negligence and improper maintenance (e.g., improper power usage, lack of maintenance, or failure to allow the manufacturer’s instruction manual.
- Other emerging issues that may impact product performance or customer satisfaction.
- Communicate identified issues to management, ensuring that patterns or recurring concerns are addressed promptly to improve service quality and customer satisfaction.
What You'll Bring:
- 3+ years of experience in customer service, support, or a related field, preferably with a experience in manufacturing, with a technical background.
- The ideal candidate would have the characteristics listed, as well as having hands-on technical experience in the field.
- Proficiency in English
- Microsoft Office Suite proficiency (Outlook, Word, Excel); additional software experience is a plus.
- Strong interpersonal skills, with a proven ability to deliver exceptional customer care within a world-class service organization.
- Excellent persuasion, negotiation, and consensus-building skills to influence and collaborate effectively with both internal teams and customers.
- Strong communication skills, both written and verbal, with the ability to communicate clearly, courteously, and professionally, especially on the phone.
- Highly organized with keen attention to detail and the ability to manage multiple tasks efficiently.
- Strong prioritization and decision-making abilities.
- Ability to perform well under pressure and adapt to an environment of continuous change.
- Ability to align with internal stakeholders, including Sales, Product Management, Professional Services, and Support teams, to drive customer success.
- Strong focus on leading indicators and growth metrics to track and drive customer success.
- Positive and enthusiastic attitude, with a passion for ensuring customer satisfaction.
- Capable of working independently, while also being a strong team player.
- Able to collaborate effectively with cross-functional teams to meet organizational goals.
What we have to offer:
A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
A market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive pay including incentives and generous allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave some days are convertible to cash
- 13th month pay
- Onsite medical support
- Employee Engagement Events
- Employee Referral Program
- Skills, training for personal and professional development
A million possibilities are waiting to be ignited. Click "Apply Now"!