EASTWOOD | Sales Coach - E-Commerce Road, Bagumbayan, Quezon City, Metro Manila, Philippines
2 linggo ang nakalipas
Job Summary
This position is responsible for supporting frontline agents by handling consult calls and escalations / alternatively: handling more complex transactions or transactions for selected customer groups.+
Responsibilities
* Consult and support associates (e.g. floor-walking)* Handle customer escalations and customer call backs* Can conduct overrides and / or access special codes or promotional offers (e.g. grace / coupons / extra product keys etc.) or check / modify customer / case / order / account status beyond the limits of regular frontline agents* Handle escalations to client; check and supplements escalation templates filled by frontline agents, forwards these to correct client or 3rd party alias; ensure responses are captured and forwards back to relevant contacts* Resolve customers' issues including interfacing with defined 3rd parties* Gather additional information, identify top emerging customer issues and provide suggestions to improve support* Contact client when clarification is required about knowledge and processes of run business*Paglalarawan ng trabaho
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