Customer care

Customer Interaction:

• Respond to customer inquiries via phone, email, chat, and in person in a polite and professional manner.
• Assist customers with product information, service inquiries, and troubleshooting.
• Handle customer complaints efficiently and ensure prompt resolution.
• Maintain a positive and empathetic attitude toward customers at all times.

Issue Resolution:

• Diagnose and resolve customer issues, escalating complex queries to the appropriate team.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.

Sales and Support:

• Upsell products and services where appropriate, based on customer needs.
• Guide customers through the purchasing process, if applicable.

Documentation:

• Maintain accurate records of customer interactions, comments, and complaints.
• Use CRM software to log queries and responses for efficient follow-up and tracking.

Collaboration:

• Work closely with the sales, technical, and other relevant teams to ensure a smooth customer experience.
• Provide feedback to management on areas for improvement in customer service processes.

Service Standards:

• Adhere to customer service procedures, policies, and standards.
• Ensure timely responses and meet service level agreements (SLAs).