A Customer Experience (CX) and Support role typically involves ensuring that customers have a positive and seamless experience with a company’s products or services, from initial contact to post-purchase support. It blends both customer support (dealing with issues and queries) and customer experience (the overall perception of the brand and interaction with it).

Key Responsibilities:

Customer Support:

  • Responding to customer inquiries, complaints, and requests through various channels (email, phone, chat, social media).
  • Troubleshooting and resolving customer issues effectively and efficiently.
  • Managing support tickets, ensuring timely resolution, and tracking performance metrics (like First Response Time, Resolution Time, Customer Satisfaction).
  • Providing product or service information and guiding customers through self-service options (FAQs, knowledge bases).Customer Support:
  • Responding to customer inquiries, complaints, and requests through various channels (email, phone, chat, social media).
  • Troubleshooting and resolving customer issues effectively and efficiently.
  • Managing support tickets, ensuring timely resolution, and tracking performance metrics (like First Response Time, Resolution Time, Customer Satisfaction).
  • Providing product or service information and guiding customers through self-service options (FAQs, knowledge bases).

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