Cprime, Inc · 7 hours ago
Customer Support - Specialist 2
Cincinatti, OH
Contract
Onsite
Entry Level
$20/hr - $21/hr
1+ years expCprime is a global company that partners with organizations to illuminate possibilities and drive enterprise transformation. The Customer Support Specialist 2 role involves managing customer escalations, ensuring service levels are met, and advocating for the voice of the customer within the company.
Cloud ComputingConsultingEdTechEducationEnterprise SoftwareIT ManagementManagement ConsultingProject ManagementSoftware
Responsibilities
Ensure that all customer escalations and complaints are managed to excellent professional standards and within company terms and policies
Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency
Demonstrate ownership of customer issues and work proactively with company business units, partners and vendors to manage issues through to a complete resolution in a timely manner
Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority
Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products
Advocate as the voice of the customer to company. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes
Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes
Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained
Qualification
Required
1+ Years of customer service and/or contact center experience preferred
Strong verbal and written communication skills
Company
Cprime, Inc
Cprime brings business into a new light, illuminating possibilities that once seemed hidden.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2023-01-11Acquired
Leadership Team
Zubin Irani
Chief Executive Officer
Erica T. Loring
Channel Partner Program Manager, Learning
Recent News
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