Description:
A Customer Advocate at Social Champ is an empathetic and dedicated representative who will play a crucial role in ensuring exceptional customer experiences by actively engaging with and assisting with the customer base. This role will address customer queries, inquiries, issues, and concerns and advocate for their needs while actively contributing to improving the knowledge base and understanding customer pain points.
Key Responsibilities:
- Excellent Communication Skills: The ideal customer advocate must have a strong written and spoken command of English. Effective communication skills are vital for addressing customer concerns and inquiries.
- Empathy: One should have empathy and understanding toward customer needs, ensuring that each interaction is respectful, supportive, and aimed at resolving customer issues.
- Customer Data Analysis: One should be good with numbers and can come up with data-led growth ideas.
- Ownership: The individual should take ownership of customer queries, concerns, and inquiries from initial contact through to resolution. Ensure that each customer receives a high level of service irrespective of their standing within the platform.
- Knowledge-Base Contribution: Advocates must contribute to the development of knowledge-base guides, frequently asked questions, and articles to assist customers in finding solutions independently, thereby increasing self-service capabilities.
- Problem-Solving: Proactive individuals must identify customer pain points timely and ask the right questions to uncover underlying issues. Research, troubleshoot, and collaborate with the technical team to identify and implement effective solutions.
- Communication Channels: Maintain communication and engage with customers through various channels, including calls, emails, live chats, and other relevant mediums.
- Effective Advocacy: As a first point of contact, ensure customer queries are addressed promptly and effectively, seeking the support of internal teams when necessary to resolve complex problems. Strive to understand and promote our customers' business goals and objectives.
- Escalation and Feedback Procedure: Provide prompt and accurate feedback to customers, follow the right procedures for escalating unresolved issues to the appropriate teams, and maintain a focus on delivering solutions to customers.
Role Requirments/Qualification:
- A strong command of the English language [both written and spoken].
- Demonstrate empathy and excellent communication skills.
- Ability to resolve customer issues, collaborate efficiently with cross-functional teams, and drive solutions on a timely basis.
- Adapt and utilize communication channels effectively, including calls, live chats, emails, etc.
- Prior experience in customer-facing roles is a plus but optional for fresh candidates.