Job Description
Key Responsibilities:
Customer Support and Issue Resolution:
Handle Escalated Issues: Deal with complex or escalated customer issues that require higher expertise, often acting as a point of escalation for front-line customer service staff.
Problem Resolution: Investigate and resolve customer complaints or issues, ensuring timely and effective solutions.
Provide Support to Customers: Answer customer queries via multiple channels (phone, email, chat, etc.), ensuring satisfaction and addressing their needs efficiently.
Administrative and Operational Support:
Data Entry and Management: Update customer records, process orders, and maintain accurate databases for customer interactions and transactions.
Documentation: Prepare reports on customer service activities, track customer inquiries, complaints, and resolutions, and document internal procedures.
Process Improvement and Efficiency:
Identify Operational Issues: Highlight areas where customer service processes can be improved and suggest solutions to increase efficiency or improve the customer experience.
Standard Operating Procedures (SOPs): Contribute to the development and maintenance of SOPs to ensure consistency and quality in customer service...