Customer Service Associate

🗏Job Type

Full Time

PURPOSE OF JOB:



Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.



MAIN ACTIVITIES / TASKS:


Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention

Develops and maintains knowledge of customer and customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
Shares information required for the team to be successful
Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
May promote client products and services by suggesting additional or alternative products to meet customer's needs
May perform follow up on incidents with customer to ensure customer satisfaction
May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
May complete and resolve non-call customer contact requests received by mail, web or email
May complete outbound customer contacts to resolve customer issues.

COMPETENCES AND EXPERIENCE:


Relevant experience in a Customer Services contact centre
Customer Interaction Handling
Problem Solving
Operational Excellence


Apply Here http://bit.ly/2UFZ9Gc

Job id : , #74662, 179 views,

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