Tech Support/Customer Support
Provide tier one assistance and support for any incoming queries and issues related to platform
Respond to all communication from brands seeking help
Audit of store and instances as per defined parameters
Generate & deliver any daily/ weekly/ monthly reports available from the loyalty platform
Create repository for FAQs on the support desk
Ask questions to determine the nature of problem & walk customers through problem-solving process
Protects operations by keeping information confidential
Contributes to team effort by accomplishing related results as needed
helping to develop and implement a customer service policy for an entire organisation;
finding ways to measure customer satisfaction and improve services;
handling enquiries from customers over Telephone
communicating courteously with customers by telephone, email, letter and face to face;
issuing refunds or compensation to customers;
keeping accurate records of discussions or correspondence with customers;
analysing statistics or other data to determine the level of customer service your organisation is providing;
producing written information for customers,
writing reports analysing the customer service that your organisation provides;
developing feedback or complaints procedures for customers to use;
improving customer service procedures, policies and standards for your organisation or department;
meeting with other managers to discuss possible improvements to customer service;
training staff to deliver a high standard of customer service;
learning about your organisation's products or services and keeping up to date with changes;
keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Provide tier one assistance and support for any incoming queries and issues related to loyalty platform
Ensure defined SLAs are met