Job Description - Lead - Customer Success Representative (Lead - CSR)
As a Lead - Customer Success Representative, the role is to support and manage customer concerns & escalations. Manage a team of CSRs (wherever applicable) while working with and maintaining the relationships between departments and servicing the needs of clients. Responsible for the handling of customer escalation tickets through ticketing platforms, includes offline & online/ social media platforms - like facebook, Instagram, twitter, LinkedIn, other customer feedback platforms etc along with Google location services/ reviews This will require keeping track of tickets assigned to frontline teams/ stakeholders and coordinating with them for timely resolution.
Provide First-Level Support: If a ticket can be resolved with system related information, resolve it. Else, Assign tickets to the relevant front end team depending on the issue.
Follow Up with front end agents, delivery team/ other stakeholders and Customers: Further escalate unresolved tickets as per SLAs and follow up with the customer after the problem has been solved to ensure it was resolved to the customer’s satisfaction. Working with cross functional stakeholders
Track Performance: Help front end agents track how well they do in resolving escalation tickets with customers. This may include reviewing feedback left by the customer.
Customer Feedback Management & NPS analysis, Root cause analysis: collating the customer feedback and NPS data and analyze the root causes to arrive at action plans to ensure improvements
Recommend Product/process Improvements: Identify problems or ways to enhance productivity of front end agents. This would involve setting up right reporting and SOPs to solve a particular kind of issue.
Troubleshooting – front end agents should be able to troubleshoot any problem that comes their way. This requires asking good questions and actively listening in order to determine the real problem the customer is facing
Leading & Mentoring the team (wherever applicable): Leading the team, providing directions, mentoring the team members, supporting, training & coaching them- leading by example.
Monitoring trends, data analysis, reports: Monitoring the performance of customer escalations, tickets, trends, analyze the data and periodically publishing the reports to all stakeholders