Senior Technical Customer Care Specialist – Xtime
Cox Enterprises
ApacheCloud
Customer Support Specialist
Kaplan Test Prep
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $31,200 - $78,600 per year
Job Level
Junior
About the role
- Key Job Responsibilities Answer incoming contacts via voice, chat, email, and social media platforms, and offer best-in-class service including anticipatory service.
- Thoroughly document contacts and statuses in the CRM.
- Collaborate with internal stakeholders to communicate customer queries and solve issues.
- Identify and effectively communicate suggestions to improve the customer experience to appropriate stakeholders.
- Align customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
- Upsell products when appropriate and follow the applicable lead-generation guidelines.
- Identify customer needs and take proactive steps to maintain positive experiences.
- Respond to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
- Perform product tests, evaluate after-sales and support services, and facilitate improvements.
- Act as a customer experience SME as needed.
- Document processes and log technical issues, as well as customer compliments and complaints.
Requirements
- 1 year of experience in Customer Service, Customer Experience, and Inside Sales
- Outstanding communication skills
- Ability to work independently in a remote environment
- You must also satisfactorily pass the required training for your position
