Customer Support Specialist

• Assess the performance of the teams to ensure that the targets and deadlines are met in due time.
• Handle customer relationships and expectations by developing a communication process to keep others up to date on the SPL project results.
• Provide SPL project analysis to the management by producing required documentation including business requirements, future state proposals, use cases, and scope matrix.
• Serve as a liaison between the business operations and the IT professionals to assist or gather the business requirements needed for system modifications, enhancement, and implementation of strategies.
• Maintain logs for meeting minutes, meeting schedules, project summaries, and updates.
• Hold meetings with the project call center team regularly to review the needs and updates.
• Create periodically reports on the overall performance and the targets achieved; point out the areas of improvement and give recommendations accordingly.
• Identify and capitalize on improvement opportunities efficiently.
• Identify innovative ways to understand the needs of the customers and increase customer satisfaction.
• Communicate ideas and viewpoints on various opportunities to the management.
• Offering proactive assistance and personalized recommendations to customers based on their needs and preferences.
• Providing feedback and suggestions to improve customer experience, product features, or operational processes.
• Adhering to established customer experience/ service policies, procedures, and service level agreements.
• Ensure customer satisfaction by providing excellent support, resolving issues efficiently, and Continuous improvement.
• Coordinating with internal departments: Collaborating with different departments within the organization to ensure timely and efficient execution of tasks, such as resolving customer complaints or addressing operational issues.

Customer Focus 

Collaborates

Instill Trust

Drives Results