Responsibilities

• 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.