About Us

DCP is a multi-national company, with operations in over 20 countries, and over 90 years of experience serving the construction industry with innovative products and solutions. The company specializes in developing, manufacturing, and marketing innovative construction materials, and offer one of the most extensive product ranges on the market.

Position Overview

We are looking for a Technical Customer Support Engineer to join our dynamic and growing team. In this role, you will be a key player in ensuring customer satisfaction by not only addressing technical queries and resolving issues but also by actively seeking customer feedback to enhance our products and services. This role requires a unique combination of technical expertise, problem-solving skills, and excellent communication abilities. The ideal candidate will have a strong technical background, particularly in construction materials, and a genuine passion for delivering top-notch customer service.

Key Responsibilities:

• Address and resolve technical inquiries from customers through multiple communication channels, including phone, email, and live chat.
• Provide accurate, detailed information about DCP products and their practical applications, ensuring customer needs are fully understood and met.
• Diagnose and troubleshoot customer issues, ensuring quick and efficient resolution to maintain high levels of customer satisfaction.
• Engage proactively with customers to gather feedback and insights on their experience with DCP products and services, driving continuous improvement.
• Maintain comprehensive documentation of all customer interactions, feedback, and issues within the company’s CRM system.
• Collaborate closely with technical and sales teams to ensure a unified approach to customer support and service delivery.
• Serve as a liaison between sales staff and internal departments (e.g., accounting, logistics, factory) to facilitate smooth internal communication and resolve any issues related to product orders, delivery, or other logistics.
• Support retail staff by coordinating internal logistics and ensuring they have the necessary information and resources from the office, including updates on product availability and factory output.
• Follow up on internal requests and ensure timely responses and actions from the factory, accounting, or any other relevant department.
• Stay updated with the latest DCP product developments and industry trends to offer the most current and relevant support to customers.
• Participate in ongoing training and professional development to continuously enhance product and service knowledge.

Qualifications:

• Bachelor’s degree in Civil Engineering, Construction Management, or a related technical field is highly preferred.
• Demonstrated experience in customer service, with a focus on technical support, ideally within the construction or civil engineering sectors.
• Solid technical understanding of construction materials and their applications is a significant advantage.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical customers.
• Proficiency in CRM systems and the Microsoft Office Suite is essential.
• Strong ability to work independently as well as part of a collaborative team environment.
• Exceptional problem-solving skills, with a keen attention to detail and accuracy.
• Ability to manage multiple tasks efficiently, prioritize workload, and meet deadlines.