Job Description As a Customer Success Representative, the role is to support and manage customer concerns & escalations while working with and maintaining the relationships between departments and servicing the needs of clients. Responsible for the handling of customer escalation tickets through ticketing platforms, includes offline & online/ social media platforms - like facebook, Instagram, twitter, LinkedIn, other customer feedback platforms etc along with Google location services/ reviews This will require keeping track of tickets assigned to frontline teams/ stakeholders and coordinating with them for timely resolution. Provide First-Level Support: If a ticket can be resolved with system related information, resolve it. Else, Assign tickets to the relevant front end team depending on the issue. Follow Up with front end agents, delivery team/ other stakeholders and Customers: Further escalate unresolved tickets as per SLAs and follow up with the customer after the problem has been solved to ensure it was resolved to the customer's satisfaction. Working with cross functional stakeholders Track Performance: Help front end agents track how well they do in resolving escalation tickets. Job Requirement Maintaining a positive, empathetic and professional attitude toward customers at all times. Excellent English Communication Written and Verbal Skills Experience in handling customer escalations over the phone and email. Continuing improvement to customer care administration and work methods Demonstrated proficiency in assisting customer service agents and promptly delivered feedback to associates in the customer service division. Maintain all performance metrics while providing optimal customer service and achieving a high level of customer satisfaction. Experienced at de-escalating customer complaints to successful resolutions. Conflict resolution of heightened customer complaints.
