・Understand customer enquiries and respond via applicable channels: email, chat, and call backs
・Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
・Manage customer escalations and ensure that these are answered, tracked, and escalated as required
・Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
・Ensure all SLAs are met accordingly
・Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
・Provide a high level of professionalism and competent customer service
・Able to communicate effectively with customers in a friendly and polite manner following the processes
・Responsible to resolve customer queries in a timely and accurate way through inbound call, email or live chat
・Identify customer needs and assist them in using specific features and functionalities in the social media platform
・Follow-up with customers to ensure their technical issues are resolved
・Become and remain knowledgeable about social media products and community standards
・Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
・Identify inefficiencies in workflows and suggest solutions
・Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
・Recognize trends and patterns, and escalate issues outside the company policy to the global team
・Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
・Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
・Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
・Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
・Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
・Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
・Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
・Clarify customer requirements; probe for understanding
・Prepare complete and accurate work including appropriately notating accounts as required
・Participate in activities designed to improve customer satisfaction and business performance
・Partner Profiling and Business Planning: capture partner profile, identify business goals, onboard into the program based on the agreed relevant CED services and complete within the give timeline.
・Quality Partnerships: Develop and maintain strong business relationships with key executives within sales, marketing and operations.
・Transition to the Cloud: lead planning effort with the partner to build a cloud practice. For partners that currently only support an on premise business model; work with them to leverage this customer base to transition to a cloud centric business model.
・Predictable Rhythm: Engage in regular rhythm with partners to ensure joint business objectives are being met.
・Increase Partner Satisfaction: Attainment agreed CED services established in Partner Business Plan.
・Cloud Competency Attainment: Sustain or transact partner to attain any of the cloud competency, with consumption of MPN benefit.
・Training and Readiness Consumption
・Profile of Excellence: self-assessment against POE questionnaire
・Mentor: identified mentor or role model
・Coaching: seek out manager / supervisor feedback
・Planning Management – Document CED services and Partner Profile
・Relationship Management – Relationship Transition management, Partner skilling, Recruitment and Activation.
・Establish a good relationship, and troubleshoot the problems raised by office user until the problem is solved
・Accept repair requests by email and enter the information into the company's internal system for management and tracking
・According to the workflow, the installation of the customer system and the daily maintenance of the system are carried out
・Provide technical support by email / telephone including technical troubleshooting, software installation and configuration, equipment restart, equipment fault maintenance, and basic resource provision
・Complete other business tasks assigned by superiors