Customer Support Apprentice H/F
il y a 1 semaine
Your role will BE to support the customer support team in resolving Level 1 customer requests.
This is an exciting opportunity to join a dynamic and growing team and make a significant impact on the future success of Swan.
Managing customer relations via the ticketing system and some phone calls : As the preferred point of contact with customers, you'll BE responsible for providing fast, helpful answers to their queries and requests.
You'll need to show empathy and find the best solutions to their problems.Develop product expertise :
Your position requires you to BE constantly learning about our products, their features, and functionalities, to help customers answer questions, solve problems, and provide feedback.
You will need to BE able to communicate technical information adapt to new updates and releases, and BE able to escalate complex requests to various internal teams.
Improving our internal and external documentation : Improving our internal and external documentation : You will BE able to suggest improvements and updates to our knowledge base, request handling processes, FAQs, user guides, tutorials, and other resources that will help customers find answers and solve their problems.
You will need to ensure that the information is accurate, relevant, accessible, and easy to understand.Suggest improvements to support procedures : You will BE expected to propose improvements to the processes, workflows, and tools that help us deliver high-quality support to our customers.
You will work with your manager and other team members to identify problem areas and opportunities for optimization and change that will make the day-to-day work of the team more effective and efficient- Objectives and KPI's : You will BE responsible for helping the team to achieve its qualitative and quantitative objectives to guarantee customer satisfaction and loyalty.
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