Description
Subject matter expert working on non technical customer issues, external or internal, for our client's CRM and associated systems that are within established our client's service policies and procedures.
Resolves issues involving account access, customer stocking strategy, critical SLA stock out, account hierarchy and data integrity issue, software download, subscription license or feature issue, contract and warranty requests, misship and general customer service questions.
This may include specialists devoted to Service Delivery Logistics (RMA) related work, as well as Customer Care tasks.
Builds relationships with our client's key customers by effective solution of non-technical issues or processing of escalated RMAs achieving contracted service delivery requirements.
Serves as the escalation point for other specialists in resolving critical non-technical issues that cannot be resolved by outsourced providers, or by other less senior customer service specialists.
May serve as team lead to provide work direction and follow-up to lower level specialists.
May serve as team trainer or provide in-depth analysis of customer survey responses and performance metrics.
Problems outside of established policy and technical problems are escalated to the Customer Service Manager and/or other support functions.