CRM- Customer Support

Responsibilities

  • Provide tier one assistance and support for any incoming queries and issues related to platform
  • Respond to all communication from brands seeking help
  • Audit of store and instances as per defined parameters
  • Generate & deliver any daily/ weekly/ monthly reports available from the loyalty platform
  • Create repository for FAQs on the support desk
  • Ask questions to determine nature of problem & walk customer through problem-solving process
  • Protects operations by keeping information confidential
  • Contributes to team effort by accomplishing related results as needed
  • helping to develop and implement a customer service policy for an entire organisation;
  • finding ways to measure customer satisfaction and improve services;
  • handling enquiries from customers over Telephone
  • communicating courteously with customers by telephone, email, letter and face to face;
  • issuing refunds or compensation to customers;
  • keeping accurate records of discussions or correspondence with customers;
  • analysing statistics or other data to determine the level of customer service your organisation is providing;
  • producing written information for customers,
  • writing reports analysing the customer service that your organisation provides;
  • developing feedback or complaints procedures for customers to use;
  • improving customer service procedures, policies and standards for your organisation or department;
  • meeting with other managers to discuss possible improvements to customer service;
  • training staff to deliver a high standard of customer service;
  • learning about your organisation’s products or services and keeping up to date with changes;
  • keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

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