Customer support | Senior Associate

Responsibilities:

• Advanced Issue Resolution: Handle and resolve complex, escalated, or challenging customer inquiries, issues, and complaints across various channels (phone, email, chat). Perform in-depth troubleshooting to diagnose root causes and provide comprehensive solutions.
• Customer Education & Guidance: Proactively educate customers on product features, functionalities, and best practices to prevent recurring issues and enhance their overall experience. Guide customers through intricate processes or technical setups.
• Mentorship & Support for Peers: Act as a go-to person for junior associates, offering guidance, sharing knowledge, and assisting with complex cases. Participate in peer-to-peer coaching and informal training sessions.
• Process Improvement Contribution: Identify recurring issues, inefficiencies, or gaps in existing processes and suggest improvements to enhance service quality, reduce resolution times, and improve customer satisfaction. Contribute to the creation and updating of knowledge base articles and FAQs.
• Quality & Compliance: Maintain a consistently high standard of service quality, adhering to all company policies, procedures, and compliance requirements. Ensure accurate and detailed documentation of all customer interactions and resolutions in the CRM/ticketing system.
• Feedback & Reporting: Provide constructive feedback to the team lead on process challenges, customer trends, and training needs. Contribute to reports on recurring issues or critical customer feedback.
• Special Projects: May be involved in special projects or initiatives aimed at improving customer experience, developing new support tools, or training materials.