Customer Support Agent

• Respond to customer inquiries:
• Receive and respond to customer inquiries, complaints, and support requests via online services, phone, email or live chat promptly and professionally.
• Provide responses to all enquiries entering through CSC with satisfactory time limit, then forward to the service teams or o to other relevant teams of the organizations
• Handle customer cases with empathy, professionalism, and a customer-centric approach, aiming to de-escalate situations and reach satisfactory resolutions
• Ensure customer satisfaction:
• Foster a positive and customer-centric approach in all interactions, demonstrating patience, empathy, and professionalism.
• Strive to meet or exceed customer expectations by delivering exceptional service
• Troubleshooting:
• Understand customer concerns, identify the root cause of problems and enable the service or higher-level support teams to provide appropriate solutions in a timely and efficient manner
• Data Collection / Data Maintenance:
• Gather the relevant data from various sources such as the customer, company own databases or internal support teams
• Maintain customer related master data like accounts, contacts, installations and equipment.
• Request needed modifications beyond own authority from global master data stakeholders
• Documentation:
• Ensure proper documentation for all transactions, adhering to company policies and procedures
• Register all enquiries (as tickets)
• Verify customers contacting ANCS
• Stay updated on product knowledge:
• Keep abreast of product features, updates, and enhancements to effectively address customer inquiries and provide accurate information
• Identify opportunities for improvement:
• Identify patterns or trends in customer issues and provide feedback to management for process improvements
• Liaise with various internal departments, such as product development, sales, and operations, to obtain information, seek assistance, or provide feedback on customer concerns and recurring issues

• High school diploma or equivalent; bachelor's degree is a plus.
• Previous experience in customer support, call center, or help desk roles is preferred
• Strong verbal and written communication skills
• Basic technical knowledge to address common customer inquiries
• Strong problem-solving skills with a pragmatic approach
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Strong teamwork and collaboration skills to work effectively with internal teams
• Customer service-oriented mindset with a focus on delivering high-quality support
• Patience and composure in handling challenging customer interactions
• Flexibility to work in shifts, including evenings, weekends, and holidays if required

• are proficient in using ticketing systems, CRM software, and other customer support tools
• are frequent SAP user
• know MS Office inside out
• are familiar with the maritime business and regulatory environment
• have knowledge of the ANCS product portfolio
• have fluent English language skills (spoken and written)