SaaS Customer Service Representative

Job Description:

The key purpose of this role is to provide exceptional support to the Customer base and their workforce and to resolve their queries, concerns, and issues by providing clear, accurate and relevant information, in accordance with our service level agreements.

Key Responsibilities:

• Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements
• Performs daily ticket hygiene; reviews ticket updates and follows through with relevant stakeholders to help expedite ticket resolution.
• Resolve customer issues and complaints diplomatically and effectively and per our service level agreements, policies, and procedures.
• Appropriate to the Severity Level of a ticket, the CSR must apply time management and prioritization according to the Prompt Response SLA.
• Follow incident management protocols, escalate incidents, and complex issues to the next support level and ensure appropriate follow-ups are made with the Customer
• Accurately record all customer interactions in the CRM in accordance with standard operating procedures
• Maintain a thorough understanding and knowledge of the platform and services
• Meet or exceed performance goals and customer satisfaction targets

Key Accountabilities:

• Accountability & Time Spent
• Monitoring and managing assigned tickets in accordance with service level agreements and internal policies & protocols - 90%
• Attendance at internal meetings / daily huddles and training - 10%

Development Objectives:

• 0-3 Months
• Build internal relationships with your support teammates, onboarding, and key account officers
• Develop an intimate understanding of the product and range of use cases
• Become proficient in the tools and systems required to perform the role to the expected level
• 3-6 Months
• Participate in cross-skilling exercises to broaden your understanding of the product and services
• Start to review and participate in complex ticket resolution processes

• 6 12 Months
• Participate in upskilling exercises to broaden your professional skills
• Attain a proficient level in resolving Simplex Tickets
• Helps and supports a new hire CSR as a learner mentor
• Provides input and ideas for process improvements
• Becomes proficient in solving simplex tickets and achieves a consistently outstanding overall performance rating