Customer Service Executive
We are seeking a dedicated and detail-oriented Customer Service Executive to join our team. This individual will be responsible for managing and resolving tickets from third-party customer service teams and assisting our internal technical team with their support tickets. The role requires effective communication, problem-solving skills, and a strong ability to collaborate with both customers and internal teams to ensure seamless service delivery.
Key Responsibilities:
- Respond to and resolve customer support tickets submitted by third-party customer service teams.
- Ensure timely resolution of customer inquiries, escalations, and issues.
- Collaborate with third-party teams to understand the nature of the issues and provide appropriate solutions.
- Maintain clear and accurate records of all tickets and customer interactions.
- Act as a liaison between the technical team and customer service, providing necessary information or context for technical tickets.
- Monitor and track the progress of internal technical support tickets.
- Communicate updates on ticket statuses to relevant teams and customers.
- Provide troubleshooting assistance as needed to help resolve technical issues within the scope of the role.
- Address customer queries or issues in a professional, efficient, and empathetic manner.
- Ensure high levels of customer satisfaction by delivering effective solutions and maintaining a positive relationship.
- Coordinate with relevant departments to escalate issues when necessary.
- Accurately document interactions with customers, technical teams, and third-party service providers.
- Generate reports on ticket trends, resolutions, and common issues to support continuous improvement.
- Generate monthly reports for clients.
- Assist in creating knowledge base articles or FAQs to help both internal teams and third-party services improve efficiency.
Key Skills
- Communication Skills: Excellent verbal and written communication skills.
- Problem-Solving: Strong problem-solving skills and the ability to think on your feet.
- Customer Focus: A passion for providing exceptional customer service.
- Adaptability: Ability to adapt to a fast-paced and evolving industry.
Benefits:
- €35,000 plus Bonus
- Pension
- Healthcare
- EAP
