Responsibilities
- Deliver high-quality assistance to clients and sales partners by managing incoming inquiries and resolving complaints efficiently.
- Address customer requests by following established protocols and working closely with internal departments, while also identifying solutions beyond standard guidelines when necessary.
- Log and monitor all customer interactions and cases in the CRM system (Salesforce), ensuring precise documentation of actions taken and communications.
- Respond promptly to all incoming queries, consistently meeting defined service level targets and quality benchmarks.
- Report recurring or complex issues to management, offering insights for improvement based on customer feedback and observed patterns.
- Proactively suggest enhancements in workflows and IT systems to increase efficiency and improve the overall customer journey.
- Understand customer expectations and business requirements to deliver meaningful and strategic support.
- Advocate for customer priorities as a central focus in shaping business strategies and operational initiatives.
- Analyze service trends and contribute to refining customer service policies and operational procedures.
Other
- Within your first weeks you will receive a full training on the job so you have to be an eager learner in order to build your competencies that will render you independent.
- Be active and ready to take on new challenges in other areas of MET should this become your desire
