Job Summary:
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.
Key Responsibilities:
- 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.
Education and Minimum Skill Requirements:
- 3+ years of experience in customer service, support, or a related field, preferably with an experience in manufacturing, with a technical background.
- 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.
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
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 — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
