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.