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Job Description
- Offers appropriate solutions and alternatives to customers
- Manages the balance of benefits for the customer and the business
- Appropriately handles objections
- Keeps customer informed of actions throughout the call
- Checks customer understanding
- Gains customer agreement before progressing with offers or solutions
- Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, incidents, etc…).
- Own and manage customer engagement and interaction ensuring all agreed quality attributes are met and exceeded.
- Identify secondary (possible or hidden) customer needs and attempt to add value accordingly.
- Ensure service level agreements are met and maintained through;
- Accuracy in handling required task and through communicating positively with all involved parties (SME, Tech support Teams, etc…) in order to facilitate timely issue resolution.
- Follow agreed processes/procedures to raise and resolve customer queries as well as propose potential process improvements where applicable.
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
Job Requirements
Core competencies, knowledge and experience:
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Must have technical / professional qualifications: (Advanced/Technical core skills)
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