Job Responsibilities
* Respond to customer inquiries by telephone, chat, and email.
* To provide customers with guidance, assistance, and exceptional service and support at all times across a number of different methods.
* To work cross functionally with other teams to escalate and resolve issues where needed.
* Manage and coordinate customer upgrade workflows through platform migration
* Provide product walk throughs, resolve routine problems and communicate solutions or requested customer information. Follow up as necessary.
* Comprehensive knowledge of all product and service offerings.
* Analyse customer needs and refer to other service or technical departments as needed.
* Understanding of department systems and processes.
Skills Required
* Ability to deliver product walk-throughs with clarity and professionalism as required
* Create and maintain comprehensive project documentation using CRM.
* Maintain extensive rostering knowledge across all products and service offerings, including SIS systems, along with strong technical aptitude
* Ensure adherence to GDPR standards and to company Data Protection standards at all times
* Exhibit a high level of diplomacy, tact, and service to facilitate cooperation and good will to delight internal and external customers
* Take ownership of any customer complaints and take necessary steps to prevent reoccurrence
* Promote teamwork and foster an exemplary work environment
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