月薪40000~45000元 台北市內湖區 工作經歷不拘 1天前
Primary Scopes;
- Handles inbound and outbound contact channel activity and other cases in an efficient manner and drives achievement of team SLA goals
- Demonstrates strong interpersonal skills, providing customers with the highest standard of customer support, adhering to our soft skill & technical call coaching model, and drives customers to a positive outcome
- Demonstrates strong problem-solving skills, along with advanced knowledge of IDEXX products and services, providing highly effective technical troubleshooting to customers and internal stakeholders
- Is able to work independently and as part of a team, engaging our customer-facing ecosystem and other resources
Key Responsibilities;
- Primary responsibility is to provide inbound and outbound contact channel support and other requests for support, providing highly effective technical troubleshooting and product knowledge to customers and internal stakeholders
- Collaborate effectively with teammates to provide an adequate level of coverage for customer contact channels and other tasks to ensure achievement of team SLA, targets, and goals
- Demonstrates strong interpersonal skills, providing customers with the highest standard of customer support, adhering to our soft skill and technical coaching model, and drives customers to a positive outcome
- Ability to communicate complex information in simple terms
- Balances a strong focus on customers’ needs with thorough technical troubleshooting and a high level of compliance with established processes
- Willingly disseminates and corroborates knowledge and learnings with teammates and other internal stakeholders as needed.
- Diligently records all customer interactions in the customer relationship management system (Salesforce). Includes detailed case tracking notes, next steps, and/or resolution. Holds others accountable for doing likewise
- Elevates complex technical issues as needed to the elevation teams and communicates follow-up and/or resolutions to the customer
- Communicates difficult or sensitive customer issues to the direct leader, whilst keeping other team members up to date on ongoing issues
- Continue to learn and maintain product knowledge by leveraging local and global resources available
- Participates in weekend & holiday support roster to provide customer assistance during these periods
- Other duties as required
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