Customer Advocate

2 days ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 15,00,000 - ₹ 20,00,000

Delivering exceptional customer experiences requires a unique blend of skills and a genuine passion for helping others.

Customer Advocate

This role is centered around providing administrative support and assistance to our enterprise customers, ensuring their needs are met with top-notch service and expertise.

  • Working in a fast-paced environment, you will provide expert customer support via phone, chat, and email, resolving issues related to account administration, contract entitlements, product registration, and web-based support access.
  • Act as a liaison between IT and customers on complex licensing issues and between logistics and customers on RMA cases, facilitating seamless communication and resolution.
  • Generate clear and concise documentation in the form of case notes and collaborate with leads on cases requiring assistance from other cross-functional teams or complicated issues.

Key Responsibilities:

  1. Answer incoming calls, chats, and cases via the support portal, addressing customer queries with empathy and expertise.
  2. Create and triage cases, routing them to the appropriate team for efficient resolution.
  3. Resolve all account, contact, and license-related queries, providing timely and accurate information.
  4. Liaise between IT and customers on complex licensing issues, ensuring smooth communication and issue resolution.
  5. Liaise between logistics and customers on RMA cases, facilitating prompt and effective resolution.
  6. Generate clear and concise documentation in the form of case notes, highlighting key details and outcomes.
  7. Collaborate with leads on cases requiring assistance from other cross-functional teams or complicated issues, driving effective resolution and closure.
  8. Educate customers regarding self-help articles available on the support portal, empowering them to find solutions independently.
  9. Ensure adherence to all case management rules, maintaining a manageable backlog and driving timely resolution.

Key Performance Indicators (KRAs):

  • Customer Satisfaction (CSAT)
  • Time to Close / Time to Resolve
  • % Cases closed with the same day
  • Active Backlog / Aged Backlog / Productivity

At our organization, we're committed to delivering connectivity that empowers how we live, work, and learn. Our employees drive innovation in communications technology, enabling game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere.

Our purpose-driven networks perform in demanding environments, empowering customers to deliver exceptional experiences to those who count on them.

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