Working for a Major Global Software company.
• Accepting requests through different communication channels, logs
and identifies the problem;
• Responding to customers via phone, chat and/or email;
• Investigate the complaint, coordinate with other departments to identify best course of resolution;
• Keep all involved parties on the status of the case;
• Demonstrate sense of urgency;
• Manage customer expectations by taking into consideration customers’ entitlement and customer issue;
• Execute data quality checks to ensure consistency and accuracy of reporting.
• Keeping customers informed, setting and following up on commitments, keeping precise case documentation and case ownership;
• Meeting deadlines and delivering services according to customers’ service level agreements.