Customer Service Relationship Manager- Customer Support

Job Description

To provide a great customer experience on incoming calls, emails and outbound calls

∙Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

∙Recommend potential areas of opportunity and improvement to management by collecting the Voice of Customer.

∙Keep records of customer interactions, process customer requests.

∙Ensure all customer queries are resolved within SLA.

∙Meeting KPIs such as productivity, Quality, CSAT etc.

∙Collaborate with other team managers to ensure all queries with dependency on other teams are closed with appropriate resolution and in a timely manner.

∙A team player going the extra mile in making every customer interaction a great experience

∙Proactively action mails/ escalations assigned to CS team and ensure mails/ tickets/ follow ups are closed within agreed timelines. Customer to be kept informed at every step/ stage.

∙All updates posted on Google Classroom must be read, acknowledged and followed on calls/ emails

∙Strict adherence to rostered published to avoid any inconvenience to other team members thereby impacting overall customer service.

 

Roles and Responsibilities

● Flair for customer service, self-motivated, team player and right attitude to help a customer

● Prior CS exposure/ experience in handling customer on calls and emails

● Communication and articulation skills, multilingual preferred

● Building and maintaining a good rapport with the customers

● High energy levels, persuasiveness, and handling problems.

● Calm, composed and problem solving abilities.

● Customer convincing capabilities

● Team Player who can stand up and deliver at times of crisis

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