For escalated cases, monitor progress according to the process and follow through until the case is closed — take end-to-end ownership of every case, regardless of issue type.
Conduct customer satisfaction (CSAT) call-back surveys according to the schedule and quota assigned by management, and complete valid questionnaires on time.
Apply empathy and de-escalation techniques to calm and reassure customers, maintaining a professional and courteous manner at all times.full time position also available
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Undertake outbound customer relationship management calls as necessary.
Prepare reports on customer trend and support Manager to continuously review process, identify and resolve service gaps through constructive feedback and implements process improvements where appropriate.
Undertake outbound customer relationship management calls as necessary.
Prepare reports on customer trend and support Manager to continuously review process, identify and resolve service gaps through constructive feedback and implements process improvements where appropriate.
Undertake outbound customer relationship management calls as necessary.
Prepare reports on customer trend and support Manager to continuously review process, identify and resolve service gaps through constructive feedback and implements process improvements where appropriate.