We’re looking for a customer- oriented Customer Service Specialist (English/Japanese/Korean/Mandarin/Cantonese) to support our clients with excellent customer service while managing high- severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end- user customers and our client’s representatives to ensure quality resolutions are achieved.
Accelerating Progress. Securing Futures.
At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.
RESPONSIBILITIES:
Resolution Customer
• Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
• Leads strategic projects designed to improve resolution times, customer satisfaction and increase efficiency.
• Effective end- to- end escalation management, driving fast and accurate resolutions for our customers.
• Set and manage support expectations with customers.
Escalation Handling
• Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.
• Drive high- risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
Process Improvement
• Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
• Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.
