Assists agents with customer request/problem identification, resolution, escalations, and sales conversations.
Provides and follows defined procedures to accurately resolve issues, up-sell, and cross-sell.
Documents troubleshooting/resolution 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 domain and client-specific products, processes, tools, business environment, incident management, and knowledge management tools/client information systems, and service desk procedures and participate in on-the-job and classroom training and calibration sessions to develop product, industry, and professional skills.
Acquires and shares information expertise, direction, and goals required for the team to be successful via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance, customer interactions, sales revenue, resolution, and processes.
Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings, resolution rates, and sales revenue results.
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.
Promote client products and services by suggesting additional or alternative products to meet customer’s needs and drive sales revenue.
Perform follow up on incidents with customer to ensure customer satisfaction and resolution.
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.
Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction, resolution, and sales.
Take accountability for effectively handling senior level escalations or customer complaints received via various sources.
Provide high quality customer service support for resolution of customer problems, issues, requests, and queries received via call, web chat, social media, or email with a professional, knowledgeable, and empathetic approach:
Provide exceptional customer service, match the customer needs with the best products, transition to value-driven conversations with high integrity, quality and compliance, educate customers to prevent future issues, resolve customer issues, and maintain accurate records.
Identify opportunities to position the best product and offers to sell or upgrade through effective questioning, account research and navigation, attention to details and free information derived from the tools and conversation.
Bachelors degree graduate. Undergraduates with relevant work experience are welcome to apply
At least 2 years of relevant experience as SME
Knowledgeable in Microsoft applications
Comfortable with handing the end to end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities
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