Mobiquest Mobile Technologies Pvt.Ltd jobs - Customer Support Specialist

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 a repository for FAQs on the support desk

•  Ask questions to determine the nature of the problem & walk customers through the problem-solving process

•  Protects operations by keeping the 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 the loyalty platform

• Ensure defined SLAs are met for servicing all assigned issue resolution 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 a repository for FAQs on the support desk

• Train/ Re-train store staff when required

• Ask questions to determine the nature of the problem & walk customers through the problem-solving process

• Protects operations by keeping the information confidential

• Contributes to team effort by accomplishing related results as needed

• Share daily reports