Key Responsibilities Answering Queries: Respond to customer questions through phone, email, live chat, or web forms in a timely manner.
Troubleshooting: Identify root causes of product or service issues and provide explicit, step-by-step solutions.
Record Keeping: Document all customer interactions, complaints, and updates accurately in the company's CRM or ticketing system.
Escalations: Transfer complex or unresolved technical issues to senior departments while following proper protocols. Follow-ups: Contact customers to ensure their problems are fully resolved and gather feedback to improve service.