Brandwatch empowers over 5,000 global companies to understand and engage with customers swiftly through social media. With a suite of cutting-edge products and services, Brandwatch enables brands and agencies to make informed decisions and execute data-driven social strategies across all customer touchpoints.
CISION: Remote – India
Responsibilities:
Customer Interaction:
- Respond to customer inquiries through various communication channels promptly and effectively.
- Provide exceptional service to customers via phone, email, and chat, adding value to interactions.
Issue Resolution:
- Identify, replicate, and report product issues to the R&D team.
- Log feature requests and follow up on inquiries post-resolution or R&D feedback.
Ticket Management:
- Take ownership of support tickets, ensuring their progression through all stages until resolution.
- Monitor submitted cases to R&D and flag internal SLA breaches.
Escalation and Expertise:
- Escalate support cases based on severity levels and business risk assessments.
- Maintain expertise in the Brandwatch product suite and engage in feature tests.
Knowledge Sharing:
- Update the internal knowledge base with relevant insights to facilitate knowledge sharing among support team members.
- Participate in roundtables, calibration, and training sessions within support and cross-functional departments.
Expectations:
Customer Service Excellence:
- Provide professional, timely, and high-quality customer service consistently.
Communication Skills:
- Translate technical terms into customer-friendly language effectively.
- Communicate clearly with both internal entities and customers.
Ownership and Collaboration:
- Take clear ownership of cases and collaborate on co-workers’ cases when necessary.
- Flag risks and identify opportunities during customer interactions.
Product Knowledge:
- Stay up to date with the latest release features and their use cases.
Performance Evaluation:
- Adherence to Customer Support’s Service Level Agreement.
- Support quality metrics, including tone of voice and ticket handling.
- Customer Satisfaction rating.
- Communication skills, both internal and customer-facing.
- Product knowledge.
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