Customer Service Executive
We are seeking a dedicated and detail-oriented Customer Service Executive to join our team. This individual will be responsible for managing and resolving tickets from third-party customer service teams and assisting our internal technical team with their support tickets. The role requires effective communication, problem-solving skills, and a strong ability to collaborate with both customers and internal teams to ensure seamless service delivery.
Key Responsibilities:
* Respond to and resolve customer support tickets submitted by third-party customer service teams.
* Ensure timely resolution of customer inquiries, escalations, and issues.
* Collaborate with third-party teams to understand the nature of the issues and provide appropriate solutions.
* Maintain clear and accurate records of all tickets and customer interactions.
* Act as a liaison between the technical team and customer service, providing necessary information or context for technical tickets.
* Monitor and track the progress of internal technical support tickets.
* Communicate updates on ticket statuses to relevant teams and customers.
* Provide troubleshooting assistance as needed to help resolve technical issues within the scope of the role.
* Address customer queries or issues in a professional, efficient, and empathetic manner.
* Ensure high levels of customer satisfaction by delivering effective solutions and maintaining a positive relationship.
* Coordinate with relevant departments to escalate issues when necessary.
* Accurately document interactions with customers, technical teams, and third-party service providers.
* Generate reports on ticket trends, resolutions, and common issues to support continuous improvement.
* Generate monthly reports for clients.
* Assist in creating knowledge base articles or FAQs to help both internal teams and third-party services improve efficiency.
Key Skills
* Communication Skills: Excellent verbal and written communication skills.
* Problem-Solving: Strong problem-solving skills and the ability to think on your feet.
* Customer Focus: A passion for providing exceptional customer service.
* Adaptability: Ability to adapt to a fast-paced and evolving industry.
Benefits:
* €35,000 plus Bonus
* Pension
* Healthcare
* EAP