OyaSync Customer Support

NOTE: Please note that the challenges outlined here are not exhaustive, Gas station may encounter additional hurdles in the future. This document is subject to review and updates as new challenges emerge.

Who is an OyaSync customer support representative?

An OyaSync customer support representative handles complaints and consistently follows up to ensure the customer is satisfied. She (or he) provides the organization with feedback to improve the organization’s services as well as the customer experience.

 OyaSync customer support representative is basically a sales person; he/she tries to persuade customers about products by clearing doubts and help make positive decision-making. He thinks on his feet, processes information in normal or emergency situations, he is also a problem solver and always seeing the customer’s problem as his.

Here are a few tips to help on your customer care journey with LPG stations,

• Excellent Communication: As a customer support representative, excellent communication is a core skill that you must possess. You are expected to speak well (in the right tone, context and manner) with clients always; whether physically, virtually or messages. Communication is a 2-way thing between the speaker and the listener. Customer support representatives must be patient enough to listen to the customers carefully without interrupting them. There are 2 main types of communication, find below:

1. Verbal communication (Speaking): This involves listening to a person to understand the message they are passing across to you. There are 2 types of verbal communication (Physical and virtual). Sometimes, verbal communication happens in person; where 2 or more people are present and discussing. While virtual communication happens over a call between 2 or more people in different locations. It is important to always allow people speak without interruption. There are different factors that affect the outcome of verbal communication (Tone, body language, facial expressions). For physical conversations, a customer support representative is expected to always speak politely without sounding condescending, rude and arrogant. Tone can also be detected in virtual calls. Body composure is also important because while you might be saying the right things in the right tone, your body language or facial expressions can pass a completely different message to the customer.

• Messaging: This is the process of communicating via texts on different platforms (official or not). Spelling, reading, punctuation and simple terms are the main requirement for this mode of communication. A customer support representative should be able to read and understand customers complaints. The person is also expected to respond with correctly spelt words, proper punctuation where needed and simple words that can be easily understood by the customers. Sending big grammars to the customers can sometimes be ambiguous and causing confusion and unnecessary back and forth. When words are wrongly spelt or when punctuation is missing, the customer care rep can easily come across as someone who doesn’t know what he/she is doing, these things also sometimes give other meaning to words. As a support representative you are required to be able to communicate effectively via texts. Email and phone etiquette are a must have.  Your ability to relay information to customers appropriately helps improve the customer’s positive perception of the company.

• Listening: The importance of listening cannot be over emphasized. When customers are complaining, or making inquiries, the customer support representative must pay proper attention to the complaint of the customer to understand clearly what the issue is and understand the inconveniences caused. Without listening attentively, there will be lack of understanding. It is impossible to provide the support required when you do not have a proper understanding of what the issue or enquiry is. Listening also helps the complainant to feel seen and understood.

CHARACTERISTICS OF A CUSTOMER SUPPORT REPRESENTATIVE

• Stress Tolerance: As a customer support representative, the ability to handle stress is important. Your ability to address customers' needs early enough, balancing multiple tasks and inquiries can be challenging. It is therefore important to prioritize your work and maintain a polite attitude towards customers as you carryout various responsibilities.

• Time management: This involves properly organizing tasks to make the most of the available time. For a customer support representative, it means allocating time wisely to address customer needs, handle inquiries, and complete tasks promptly to meet daily responsibilities. If possible, create a to-do list, itemize all your expected deliverables for the day and choose to do them one after the other. Sometimes you may need to work mornings, evenings,overnights, holidays and even odd hours of the day when you have closed, depending on the urgency of the case, you can take necessary actions or give a timeline to the resolution of the issue. These are sacrifices one needs to make as a support rep.

• Persuasion: As mentioned earlier, a customer service representative is also a salesperson for the company he represents. It involves helping customers see the benefits of a product or service before they decide to make a purchase. In this case, you are to ensure that as customer rep, you must have full knowledge of your company’s product and/or services to be able to talk to customers about it. Do not feed customers with half-baked information about a product/service, bear in mind that the goal is to convince them that the product or service is genuinely valuable and worth their time and money.

• Interpersonal Skills: Also known as people skills, this is the ability to communicate and build relationship with people. Since the customer service department interacts with more customers than other parts of an organization, it's vital to smoothly engage in a conversations with every customer, regardless of their outward behavior. Whether the person is new or repeating customer, you should know how to communicate effectively, be friendly, and handle people from diverse backgrounds, personalities, attitudes etc.

• Dependability: When customers reach out to customer service representatives, they expect their problems to be resolved efficiently. A customer should feel at ease speaking with any customer service representative, building trust and reliability. This not only helps in problem-solving but also creates a positive experience for the customer, making them more inclined to rely on the representative and feel comfortable during conversations.

• Emotional Intelligence: Customer service representatives often interact with upset or dissatisfied customers. Responding with short or insulting replies can harm the company's reputation. Exercising self-control in these situations means treating customers with respect, avoid being rude, and maintaining polite conversations. Remember, every customer is a potential client for the company. How well you control yourself will influence how satisfied a customer feels about the organization.

• Attention to details: Paying close attention to small details is essential for understanding what a customer needs or is concerned about. It means being observant and noticing the delicate signals or hints they may provide, allowing you to better understand and address their specific requirements.

• Empathy: As a customer service representative, putting yourself in the client's shoes creates a genuine sense of care. This is the initial step toward satisfying customers, as everyone appreciates feeling understood, especially in challenging situations.