CUSTOMER SERVICE & TECHNICAL SUPPORT REPRESENTATIVE

Handle customer inquiries, concerns, complaints, and requests through phone calls, messages, email, or other communication channels. Provide technical support and basic troubleshooting assistance to customers regarding products purchased from Kanzen Home. Receive, document, and monitor customer complaints and service concerns. Coordinate with branch personnel, sales representatives, warehouse, delivery, installation, and technical/service teams regarding customer concerns. Assist customers with product-related issues, warranty concerns, repairs, replacements, and after-sales service. Properly endorse unresolved technical concerns to the appropriate department or personnel for further assessment. Follow up on pending concerns to ensure timely resolution and provide customers with regular updates. Maintain accurate records of customer complaints, service requests, actions taken, and resolutions. Monitor recurring customer complaints and technical issues and report them to management for appropriate action. Ensure that all customer concerns are handled professionally, courteously, and with empathy. Coordinate with all Kanzen Home branches to ensure consistent customer service and proper handling of concerns. Explain company policies, warranty procedures, service guidelines, and other applicable processes to customers. Escalate urgent, complicated, or unresolved concerns to the immediate supervisor or management. Maintain confidentiality of customer information and company records. Perform other related duties and responsibilities that may be assigned by management