We are seeking a dedicated professional to serve as the primary point of contact for our digital clients, focusing on managing email and social media interactions within the IT Services sector. This role is pivotal in maintaining high standards of customer satisfaction by efficiently addressing inquiries, resolving issues, and ensuring timely responses. The ideal candidate will leverage strong communication abilities and technical proficiency to deliver exceptional support, contributing directly to the company's reputation for quality service and operational efficiency.
Responsibilities
Manage and resolve customer complaints and escalated issues through email and social media channels with professionalism.
Deliver high-quality customer service by responding promptly to inquiries and providing accurate solutions.
Analyze and troubleshoot technical or service-related problems to ensure effective resolution.
Maintain precise typing speed and accuracy while drafting professional correspondence.
Adhere strictly to established quality standards and turnaround time (TAT) targets for all tickets.
Provide specialized support via email platforms, ensuring clear and concise communication.
Monitor and respond to customer interactions on social media platforms to maintain brand engagement.
Utilize excellent written English skills to craft clear, grammatically correct, and professional messages.
Requirements
Requirements:
Minimum of 1 year of relevant work experience in a support or customer-facing role.
Proven expertise in handling complaints, escalations, and problem-solving scenarios.
Strong proficiency in customer service principles and social media support protocols.
Exceptional typing speed combined with a high degree of accuracy.
Demonstrated ability to maintain strict quality control and meet turnaround time deadlines.
Advanced skills in written English communication suitable for professional environments.
Experience with email support systems and social media management tools.
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