Job Description • Understanding the products and services provided by the company. • Preparing company policies and procedures. • Developing training lessons with service delivery systems. • Managing a team of Customer Support Representatives. • Supporting the customer through an email ticketing system and phone calls. • Resolving customer complaints and queries. • Providing detailed information to customers. • Monitoring the performance of individual representatives. • Maintaining records of each phone call for future reference. • Assisting the HR department with hiring new employees. • Providing the new employees with training sessions for enhancing their skills. • Offering exceptional customer service and satisfaction. • Following up with customers for any further information. • Taking feedback from the customers. • Negotiating the terms and conditions with the customer. • Contributing the work to the company’s knowledge base. • Maintaining a healthy relationship with the clients. • Adhering to the company’s rules and regulations.
