Telda

Customer Support

• Responding promptly to user inquiries.
• Investigating and resolving user issues effectively.
• Maintaining high levels of customer satisfaction.
• Collaborating with other teams to enhance the overall customer experience.

Customer Experience Agent

• Oversee daily operations of the customer experience team, ensuring high-quality service delivery and customer satisfaction.
• Manage team performance, provide training, support, coaching, and development plans for agents.
• Handle escalated customer issues and incident management, including reporting and detractor validation.
• Analyze service metrics, track KPIs, prepare weekly/monthly business reviews, and deliver daily and monthly reporting.
• Validate raised tickets on Jira and manage performance management processes.
• Manage scheduling: weekly scheduling, scheduling breaks, planned leave requests, and outbound calls.
• Address agent salary issues and cascade KPI attainment across the team.
• Optional social media complaint management and engagement.
• Collaborate with other departments to implement process improvements and enhance overall customer experience.

Customer Experience Team Leader

• Full-time, on-site position with hybrid flexibility; first point of contact for users via email, chat, and social media.
• Respond to user inquiries promptly.
• Investigate and resolve user issues effectively.
• Maintain high levels of customer satisfaction.
• Collaborate with other teams to enhance the overall customer experience.
• Support via chat and social media interactions; rotational 24/7 shifts with night shifts handled from home; two weeks in-office, two weeks remote.