Respond to Customer Queries in a timely and accurate way, via phone, email or chat, ensuring a positive customer experience.
• Identify customer needs and help customer use specific features effectively.
• Analyse and report product malfunctions (by conducting tests in various scenarios or impersonating users to replicate issues.).
• Update our internal database with information regarding technical issues and valuable discussions with customers.
• Monitor customer complaints on social media and proactively reach out to provide assistance and resolve issues.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.