Job Summary:
This position is responsible for offering expertise and advice through Voice or Chat in resolving customer concerns in an accurate and timely manner . This position will work cross functionally to effectively resolve any service or order related issues, while balancing both the needs of the customer and the business.
Job Details:
- Effectively, research, analyze and resolve customer issues via multiple work queues in timely manner.
- Identifies processes that will create efficiencies in workflow which in turn will increase customer satisfaction.
- Analyze customer concerns and provide appropriate resolution and actions through Voice or Chat.
- Serve as liaison between management, and customer to improve customer service and business productivity.
- Identify opportunities for improvement and work cross functionally to enhance business processes.
- Assists in the development, testing, and communication of operational policies and procedures.
- Assist in training and mentoring peers on improving customer support service.
- All other duties as assigned.
