Line 2 Customer Support agent

at  Creative Fabrica

Amsterdam, Noord-Holland, Netherlands -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate07 Feb, 2025Not Specified09 Nov, 20241 year(s) or aboveGood communication skillsNoNo
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Description:

Responsibilities:

  • Escalation Management: Handle escalated customer issues and complaints that have been escalated by the L1 agents. Investigate, troubleshoot, and resolve cases promptly while maintaining a high level of professionalism and empathy.
  • Team Support: Collaborate with the frontline support team, providing guidance and knowledge to help them handle routine queries effectively and minimize escalations. This will mainly entail answering ad-hoc requests via Slack channel.
  • Bug Monitoring and Reporting: Diligently monitor for any bugs reported by customers and promptly escalate them to the relevant departments for resolution. Maintain detailed documentation of bug reports and follow up on their resolution.
  • Facebook Customer Support: Provide exceptional customer support through Facebook DMs, responding to inquiries, troubleshooting issues, and ensuring customer satisfaction with our products or services.
  • Documentation: Maintain comprehensive and accurate records of escalated cases, including all communication, actions taken, and resolutions provided.
  • Escalation Trend Analysis: Identify trends in customer and agent escalations, providing further feedback and recommendations for process improvements.

REQUIREMENT SUMMARY

Min:1.0Max:6.0 year(s)

Outsourcing/Offshoring

IT - Hardware / Telecom / Technical Staff / Support

Customer Service

Graduate

Proficient

1

Amsterdam, Netherlands