Overview:
To provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.
Responsibilities:
Incoming Customer Calls
+ Answer all incoming customer calls in a polite and professional manner
+ Provide excellent customer service to customers by listening and providing accurate responses
+ Review and examine customers' accounts; to better facilitate customer issues
+ Identify and analyze root cause of problem(s) experienced by customers
+ Provide solution(s) to customer problem(s) as appropriate
Customer Help Emails/Faxes
+ Provide written responses to all incoming emails in a timely and professional manner
+ Ensure all emails are responded to within our customer SLA guidelines
+ Review thoroughly what the customer email is requesting, and investigate accordingly before responding to customer with a resolution
Data Entry: Meter Reads
+ Process all assigned meter reads daily by entering in SAP accurately and in a timely manner
+ Analyze all meter reads to determine if reading is accurate to process in SAP or incorrect by comparing to previous billed meter read history
Customer Experience:
Daily Audits; Contract Validations
Review new contracts set up in SAP for billing accuracy
Compare and identify potential errors between new contracts in SAP and hard copy contract agreements
Take additional steps to correct any existing contract errors by contacting the appropriate team for correction Customer Resolution Customer Cases
Daily audits of customer closed cases to ensure internal expectations are met.
Daily distribution of all open customer cases to all admin teams provides visibility and traction on customer resolution.
Continuously work daily assigned customer cases and resolve within the internal timeline set for each case type.
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