Assistant Manager - HR at RateGain
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RateGain - Relationship Manager - German Language Specialist (3-7 yrs)
- Handling customer requests and resolving customers technical and non technical issues as often as possible during the first contact for assigned products.
- Provide a professional & competent standard of phone and online support (Chat) for Global customers.
- Document all customer interactions.
- Call back customers waiting for follow-up in the agreed time-frame.
- Demonstrate ownership and willingness to resolve issues in a timely manner.
- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.
- Understand the issue s business impact & put efforts accordingly to ensure a time response and resolution for the customer.
- Resolve undocumented customer issues through advanced problem solving.
- Provide status updates and relevant information to support teams and customers within the specified SLAs, should also adhere to the time in tier matrix.
- Should forward any issues/escalations to next level of support for further resolution
- Participation in Business Intelligence processes including taking an active role in Knowledge base document creation.
- Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps
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