Intelliswift
Fremont, CA
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Job Description :
Duties & Responsibilities
Research and resolve all detected risk tickets within 48 hours
Handle detected risk tickets (customer issues) and resolve them prior to becoming an escalation
Review and handle highly escalated service and product quality complaints from multiple channels
Communicate with customers, Product Support, Service Centers, Field Service, EnR and other divisions to understand full customer journey in order to provide the right resolution and report progress to management
Negotiate resolution for the customer, if necessary (Telephone, mail, fax, e-mail)
Review and categorize complaints into various root causes
Detect recurring problems/ issues and report to Supervisor/ Manager
On-call during nights and weekends to address high-profile complaints
Perform other Ad-hoc duties and reports

Performance Standards
Early Sensing Risk Completion
Customer escalation handling
Fully address any and all issues via phone, e-mail and other communication messages
Daily root cause completion
Set up and monitor service, refund and exchange tickets until completion.

REQUIRED KNOWLEDGE, EDUCATION AND/OR EXPERIENCE:
- College degree preferred but not required.
- 5+ years experience in customer service
- 2-3 years experience preferred in handling difficult customers via phone, email and mail.
- Analytical skills with problem solving abilities
- Microsoft Excel and Power Point skills
- Strong verbal and written communication skills


Client : Telecom
             

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