Customer Care Support Job Description
Customer Care Support Duties & Responsibilities
To write an effective customer care support job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care support job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Care Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Care Support
List any licenses or certifications required by the position: OEM, ITIL, ABO, ASE, TICO
Education for Customer Care Support
Typically a job would require a certain level of education.
Employers hiring for the customer care support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Military, General Education, Business, Technical, Technology, Engineering, Computer Science, Management, Associates
Skills for Customer Care Support
Desired skills for customer care support include:
Desired experience for customer care support includes:
Customer Care Support Examples
Customer Care Support Job Description
- Place orders and follow up via Tradelink / SAP
- Daily management of Salesforce for orders and communication with Telesales
- Price control
- Management of delivery date schedule
- Management of logistic complaints with our logistics partners (DHL, AZKAR, REDUR)
- Management of administrative complaints
- Support to sales representatives
- Customer care by phone or email
- Continuous improvement of process
- Identifying, researching and resolving customer issues/requests
- Strong communication skills, excellent follow up and customer service oriented
- Develop and maintain a strong understanding of the Predix platform and the Oil and Gas specific software that is supported on it
- Grow and develop a team of Customer support analysts who work to efficiently and effectively resolve client issues and requests
- Build a team of Customer Support analysts who exhibit the customer-centric values in their everyday contact with clients and internal colleagues
- Identify areas for improvement within the Support team and across cross functional departments
- Work with our customer success team to ensure “happy customers”
Customer Care Support Job Description
- Striving for one-call resolution of customer issues
- Following up on customer inquiries not immediately resolved
- Applying the elements of building positive rapport with different types of customer personalities
- Accurate completion of call logs and reports
- Documenting all customer inquiries by opening ticket in detail, and all subsequent communications if issue is not resolved
- Identify, investigate, and reconcile customer payment differences within timeframe established in Revenue Support Analyst core responsibilities
- Perform root cause analysis to determine failure modes associated with each discrepancy
- Interface with customers, CCRs and business personnel to develop controls to prevent the errors from reoccurring
- Liaise with appropriate parties to ensure failure mode controls are coordinated and prioritized for the businesses and are rolled out in an organized fashion
- Support of all Key Performance Indicators and trend analyses to ensure Customer Care goals are achieved, insuring change initiatives to support a sales and customer centric culture are implemented
- Proficiency in MS PowerPoint, Excel, Word, and simple database applications
- Previous experience with Syspro preferred
- Must be proficient in performing all the primary functions of the Technical Support group, including resolving all routine inquiries related to Suddenlink video, telephone and data services and products Ability to prioritize and organize effectively
- At least one year as CCR I - Tech Support preferred
- Support and execute upon all corporate financial goals, including all activities at year and quarter end
- Ensure Order Management compliance with respect to State Licensing / DEA Compliance, SOX, and other relevant requirements
Customer Care Support Job Description
- Use questioning and listening skills to identify, research and resolve customer issues/requests
- Strive for one-call resolution of customer issues
- Apply the elements of building positive rapport with different types of customer personalities
- Document all customer inquiries by opening ticket in detail, and all subsequent communications if issue is not resolved
- Maintain knowledge base with the company's changing catalog of services, products State and Federal regulatory requirements
- Apply proper telephone etiquette at all times
- Accept incoming IT Help Desk inquiries (email, phone, pages, in person) and resolve
- Establish structure and drive systems improvements to efficiently engage and communicate within the customer experience journey
- Partner with Customer Support management team for identifying daily operational activities to drive improvements related to responsiveness, first-call resolution, service-level and efficiency gains
- Make data-driven decisions using workflow analysis, and business knowledge to drive continuous improvement within Customer Support
- Analytical Chemistry, Organic Chemistry or Bachelor’s degree in related field of Science
- Minimum of 8 years scientific pharmaceutical experience with working knowledge of generics, API’s or Drug Product
- Scientific support in a regulated manufacturing environment is preferred
- Proficiency in MS Office program (Excel, Word, and Power Point) required
- Bachelor of Accounting or Business (Accounting) is preferred, but not mandatory
- Must be proficient in performing all the primary functions of the Technical Support group, including resolving all routine inquiries related to Altice video, telephone and data services and products Ability to prioritize and organize effectively
Customer Care Support Job Description
- Establish, review, and update processes and behaviors for associates to identify, fine tune and resolve customer issues before our users experience them or on the first contact in a manner that produces an improved customer experience and eliminates the need for repeat contacts
- Discover which processes yield the best business results and target those that need improvement
- Drill down into workflow data and filter by process types, users, roles, departments to get answers
- Discover and document existing workflows, review who’s doing the work and view how long it takes to complete
- Manage the resolution process with each airline reservation system and Indirect Distribution system to achieve best results for all SCH brands
- Ensure that the rates are viewable and bookable in systems
- Selects correct processes from clearly prescribed rules, past practices or instruction
- OR -Wednesday and Thursday)
- Identify, investigate, and reconcile customer payment differences within timeframes established in Revenue Support Analyst core responsibilities
- Respond to customers inquiries in a contact center/call center environment
- Call center, technical support, customer service and/or sales experience preferred
- Must be willing to work out of an office located in San Ramon, CA, or Longmont, CO
- Minimum of 3-5 years’ experience in manufacturing customer service
- At least one year as Technical Support preferred
- Solid understanding of support technologies and processes
- Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
Customer Care Support Job Description
- Proven ability to multitask while maintaining a high attention to details
- Identify customer’s adverse events as reported by the customer
- Comer service experience to the customer
- Research software license agreements, renewal history and identify upcoming SMS contract renewals
- Create SMS contract renewal Quotes and send them for customer review
- Follow-up with the customers to ensure their acceptance of the Quotes and submission of corresponding purchase orders to meet our renewal metrics
- Work closely with the customers to address their concerns and questions while using the escalation and approval chain to obtain needed help and approvals for any changes
- Collaborate with internal AspenTech resources
- Document all external and internal communications action plans for each pending SMS renewal Quote, using the Quote tracking form in the Customer Service CRM system
- Maintain the accuracy of the support entitlement data in the Customer Services CRM database
- Experience in documenting current and future business/operations processes
- This role requires exceptional problem solving skills, the ability to think both analytically and creatively, strong relationship development, negotiation and influence skills and great communication skills
- Ability to analyze multiple disparate data sets and produce actionable insights
- At least one year in teachnical support preferred
- Experience in hotel front desk, hotel reservations, and travel industry or customer service with demonstrated proficiency and understanding in functions related to the position an advantage
- Experience in relational databases, mySQL – Astro/AOR