Customer Support Specialist

Quectel Wireless Solution is  global IoT technology developer and cellular module supplier of 5G, LTE, LTE-A, LPWA, Smart Module, C-V2X, GSM/GPRS, UMTS/HSPA(+) and GNSS modules. Due to business expansion, Quectel Connectivity is looking for motivated and proactive candidates to join our team in Belgrade.

We are looking for: Customer Support Specialist

Job summary: The IoT Customer Support Specialist is responsible for the coordination and management of all Quectel Connectivity Solutions (QCS) logistics relating to customer orders, as well as supporting incidents and requests for connectivity services. You will work with various stakeholders and departments within Quectel as well as with external partners to implement the services required by QCS customers, ensuring internal processes are completed and systems updated according to applicable policies and procedures.

Job description:

• Lead the CS and logistical operations for all orders and requests, both from QCS customers and Quectel personnel, owning logistic activities through to completion, using delegated authority to deliver excellent customer service
• Manage/deliver onboarding of new and existing customer orders
• Maintain customer interaction through multiple channels, supporting connectivity related issues through to resolution
• Lead engagement with Quectel partners to maintain and exceed operational service levels
• Collaborate with regional QCS technical, sales and support teams to drive customer excellence
• Create and maintain professional technical and logistics material
• Maintain alignment with Quectel markets, portfolios and capabilities advancing and strengthening Quectel’s position within industry, working with internal product and sales teams to identify industry needs and develop/accelerate Quectel propositions
• Generate and deliver applicable reporting
• Maintain relevant industry knowledge and experience

Requirements for the position:

• Minimum 2 years of experience in Customer Support Specialist role (telco industry experience is preferred)
• Technical understanding of mobile communication industries
• World class customer service skills, including management of logistic related processes (experience in a customer facing support role is advantage)
• Proficient IT skills, including Microsoft Office package
• Strong communication skills
• Ability to manage and prioritise tasks and requests
• Fluent written and verbal English language (multi-lingual is advantage)
• IoT and IoT technical background will be considered advantage

What we offer:

• International environment and unique culture: we communicate openly with each other, assess ourselves honestly and enjoy working in a team.
• Foster “on the job” learning: we invest in development of our employees. We help you grow through continuous intentional learning.
• A profit share scheme: in addition to your annual salary, you’ll receive a profit share defined by the company’s success in the previous year.
• Other benefits: Social and employee events including the annual team building, modern office, work on top edge technologies and interesting projects in industry, private medical insurance.

Only shortlisted candidates will be contacted.