Customer Service Expert

7 days ago


Pune, Maharashtra, India Avalara Full time
Job Summary
As a Customer Excellence Consultant, you will be responsible for managing and resolving complex customer issues. Your primary goal will be to provide strategic leadership and expertise to lead resolutions, ensuring exceptional customer experiences.

Key Responsibilities
  • Manage and resolve complex customer issues through investigations and root cause analysis.
  • Document the status of issues, customer conversations, and next steps, as well as root cause analysis upon resolution.
  • Develop and implement effective resolution plans, ensuring communication and follow-up with customers.
  • Collaborate with cross-functional teams to identify process improvements to prevent future escalations.
  • Track and analyze escalation trends and metrics.
  • Provide recommendations to revenue teams on upgrade and downgrade decisions based on usage data.

Requirements
  • 8+ years of experience in customer service or a related field.
  • Effective communicator across stakeholder levels.
  • Able to engage with customers to understand their issues, articulate customer needs, and navigate challenging customer conversations.
  • Great technical and problem-solving skills.

Equal Opportunities
Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.

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