Respond to customer queries and requests in a timely and accurate way via customer support channels (email, chat, social media, app ratings and reviews, phone, community pages, marketplace chats and reviews, etc.).
Maintaining a customer-first, positive, empathetic and professional attitude toward customers at all times.
Identify customer needs and help customers by putting their needs first. Anticipates the customer issue and provides a proactive solution.
Liaise with internal teams for escalated customer concerns, and ensure to follow through to solve the escalated concerns within the customers promised resolution time.
Track and maintain the customer care service level / KPI and metrics. KPIs are subject to regular review and update.
Monitor and generate self and teams productivity and utilization reports for daily / regular performance review.
Know and is always up to date when it comes to the ...