Customer Service & Support Representative (CSS)
Customer Service &
Support Representative (CSS)
Role Summary:
The CSS
Representative will manage customer inquiries, ensuring prompt resolution of
issues. They will serve as the primary liaison between customers and the
technical team, fostering excellent customer relationships and ensuring
satisfaction.
Responsibilities:
● Handle customer inquiries, requests,
and complaints in a professional and timely manner.
● Collaborate with the Tech Team to
troubleshoot and resolve customer issues, ensuring minimal disruption to
services.
● Maintain an accurate and up-to-date
customer database, logging all interactions and resolutions.
● Actively seek customer feedback to
enhance service delivery and resolve recurring issues.
● Escalate unresolved issues to higher management or technical
teams when necessary.
KPIs:
● Average resolution time for customer
inquiries and complaints.
● Customer satisfaction rating
(measured via surveys and feedback).
● First response time to customer requests.
● Percentage of issues resolved without escalation.