Promptly responding to customer queries via email, phone, and social or messaging media channels.
Immediately escalating serious customer related complaints or issues that you are not equipped to deal with.
Liaising with colleagues or managers to find the best solutions to customers issues.
Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
Maintaining a polite, helpful, and professional manner at all times.
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
Familiarizing yourself with new products and services as they are introduced.
Attending trainings and meetings as required.
Providing training to new customer care specialists.
Respecting client confidentiality at all times.
Report directly to the Sr. Technical Manager.
Weekly reporting of the activities categorized as follows; _(detailed with exact time and date of issue escalation and our response time and date as well, also comes with the detail of the engineer who attended the said issue)_
- Total number of accepted issues
- Total number of attended issues
- Total number of closed issues
- Total number of open issues and its dependencies
On time creation and submission of Service Reports per activity that the engineers will be attending.
- SR frequency of creation and submission: maximum of 2hours after the succession of the actual activity.
Proactively check on major install based if there are any issues that we can help them with. _(list of major install based will be shared once on boarded)_
Have a list and monitor the active Maintenance Agreement of all the existing customers and proactively inform the customers ahead of time (_at least 3 months before MA expiration)_if there are any MA that needs to be renewed.
Monitor and facilitate the scheduling of the Health checks included in our SLAs with all our customers with active Maintenance Agreement. _(normally in a quarterly basis)_.
Job Type: Full-time
Schedule:
* Monday to Friday
Expected Start Date: 08/19/2024
