Barani Hydraulics - Engineer - Customer Relationship

Job Description:

We are seeking a talented and experienced Customer Relationship Engineer to join our dynamic team. As a Customer Relationship Engineer, you will be responsible for building and maintaining strong relationships with our valued customers. Your primary focus will be on ensuring customer satisfaction, addressing their technical inquiries, and providing exceptional support throughout the customer journey.

Responsibilities:

1. Customer Support: Serve as the main point of contact for customer inquiries, technical issues, and problem resolution. Provide timely and efficient responses to customer queries via various communication channels such as emails, phone calls, and chat.

2. Technical Expertise: Utilize your in-depth understanding of our products and services to provide technical assistance to customers. Troubleshoot and resolve complex technical issues, providing clear and effective solutions.

3. Relationship Building: Cultivate strong and positive relationships with customers, understanding their needs and requirements. Proactively engage with customers to ensure satisfaction and identify potential upselling or cross-selling opportunities.

4. Customer Onboarding: Assist new customers during the onboarding process, guiding them through product setup, configuration, and integration to ensure a smooth and successful implementation.

5. Account Management: Act as a liaison between customers and internal teams, collaborating with sales, product development, and technical support to address customer needs and concerns effectively.

6. Customer Feedback: Gather customer feedback and insights to identify areas for improvement in products and services. Provide feedback to relevant departments to drive continuous improvement.

7. Documentation: Maintain accurate records of customer interactions, inquiries, complaints, and solutions in the CRM system. Document common issues and resolutions to create a knowledge base for the team and customers.

8. Training and Workshops: Conduct training sessions and workshops for customers to enhance their understanding of our products and features, empowering them to utilize our offerings optimally.

9. Stay Updated: Stay informed about industry trends, product updates, and emerging technologies to better assist customers and offer innovative solutions.

Requirements:

- Experience: 2-3 years of relevant experience in a customer-facing role, preferably in a technical support or customer relationship management position.

- Technical Skills: Proficiency in troubleshooting technical issues related to software, hardware, or network configurations. Familiarity with CRM tools and ticketing systems is an advantage.

- Communication: Excellent verbal and written communication skills with the ability to convey technical information to non-technical customers effectively.

- Problem-Solving: Strong analytical and problem-solving abilities to identify customer needs and provide suitable solutions promptly.

- Customer-Centric: A customer-first mindset with a passion for delivering exceptional service and building lasting customer relationships.

- Adaptability: Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and adapt to changing priorities.

- Team Player: Collaborative and willing to work closely with cross-functional teams to achieve collective goals.

- Empathy: Possess empathy and patience when dealing with customer concerns, ensuring a positive customer experience even in challenging situations.

- Initiative: Proactive and self-motivated, taking the initiative to identify potential improvements and take actions to enhance customer satisfaction.