Answer all incoming calls, emails and chats promptly and professionally, addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
Handle customer complaints and concerns with empathy, patience and professionalism, striving to resolve issues efficiently and to the customers satisfaction achieving customer feedback of 80% or above.
Systematically understand and clearly document technical issues and assist customer with product-related challenges, escalating complex cases to senior team members when needed keeping customers properly informed.
Accurately document all customer interactions, including concerns, resolutions and feedbacks.
Stay informed about product updates attending all related training programs to provide accurate and helpful information to customers.
Act as a point of contact for all customer issues and assign priority as per decided SOPs.
Ensure that escalated cases are handled efficiently following up as needed to ensure customer satisfaction.
Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also providing repeated issues and flows that are confusing for customers.
Continuously improve personal skills and knowledge by participating in training programs.
