As a Customer Success Representative, the role is to support and manage customer concerns & escalations while working with and maintaining the relationships between departments and servicing the needs of clients. Responsible for the handling of customer escalation tickets through ticketing platforms, includes offline & online/ social media platforms - like facebook, Instagram, twitter, LinkedIn, other customer feedback platforms etc along with Google location services/ reviews This will require keeping track of tickets assigned to frontline teams/ stakeholders and coordinating with them for timely resolution.
Provide First-Level Support: If a ticket can be resolved with system related information, resolve it. Else, Assign tickets to the relevant front end team depending on the issue.
Follow Up with front end agents, delivery team/ other stakeholders and Customers: Further escalate unresolved tickets as per SLAs and follow up with the customer after the problem has been solved to ensure it was resolved to the customer’s satisfaction. Working with cross functional stakeholders
Track Performance: Help front end agents track how well they do in resolving escalation tickets.