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Responsibilities and deliverables
Customer Service Responsibilities
- Respond to customer inquiries: Answer emails, calls, chat, and social media messages. Resolve product/service questions quickly and clearly.
- Issue resolution: Handle complaints professionally and empathetically. Troubleshoot technical issues or direct to the right department.
- Order & account management: Assist with placing, tracking, modifying, or canceling orders. Support customer account updates, billing inquiries, and refunds.
- Product knowledge: Maintain up-to-date knowledge of products/services. Educate customers on features, usage, and best practices.
- Customer feedback collection: Collect reviews, testimonials, or conduct surveys. Share insights with internal teams for improvement.
- Maintain customer records: Log interactions accurately in CRM or help desk tools. Track issue history for better support continuity.
- Service level agreement (SLA) compliance: Meet response and resolution time standards. Prioritize and escalate issues when necessary.
- Team collaboration: Work with sales, tech, and operations teams to resolve issues. Attend training sessions and team meetings.
Customer Service Deliverables
- Daily/Weekly support ticket reports: Summary of issues handled, resolved, and escalated.
- Customer satisfaction metrics: CSAT, NPS, or other KPIs tracked and shared regularly.
- Knowledge base updates: Add or suggest articles based on recurring questions.
- Call/chat logs (as needed): Logs submitted for QA or compliance review.
- Feedback summaries: Periodic customer feedback reports with suggestions.
- Resolution time metrics: Reports showing average response and resolution time.
- Escalation logs: List of issues forwarded to higher support levels or other departments.
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