Handle customer inquiries/complaints by providing helpful information, offering first contact resolution and alternatives within time limits through various communication channels such as Live Engage/Live Chat, calls, emails and authorized messaging apps.
Duties
- Escalate all customer complaints, feedback, and suggestions to related departments. Follow up to ensure speedy resolution.
- Introduce new products and promotions to customers.
- Understand and resolve customer issues within CS guidelines
- Keep records of customer interactions, transactions, comments, and complaints in CRM
- Communicate and coordinate with colleagues on pending items for follow up
- Providing feedback on the efficiency of the customer service process
- Take extra mile to engage customers.