Customer Support Consultant

What is the purpose of the role
The role of the Customer Support Consultant is to ensure the delivery of timely andhigh-quality customer experience to our customers. Their purpose is to assist and address
the needs, concerns, and inquiries of customers. They will play a crucial role in ensuring
positive customer experiences and maintaining customer satisfaction.
What are the key accountabilities, expectations and responsibilities of the role
. Available across all days, including weekends and holidays
. Service customers via phones, emails and chats
. Help customers by providing information, answering questions, and assisting with
product or service-related issues.
. Works to resolve customer problems and complaints, finding solutions to issues that
may arise during the customeru0027s interaction with a product or service.
. Serves as a bridge between the customer and the company, conveying information,
policies, and updates effectively.
. Have a deep understanding of the companyu0027s products or services, enabling them to
provide accurate information and guidance to customers.
. Be responsible for gathering feedback from customers, which can be valuable for
improving products, services, and overall customer satisfaction.
. Handle customer conflicts and disputes in a professional and courteous manner is a
key responsibility. This may involve de-escalating tense situations and finding fair
resolutions.
. Be responsible for documenting customer interactions, including issues raised,
solutions provided, and any feedback given. What are the key relationships that are relevant to the role
. The Director of Customer Experience
. Oneflare Team Leader
. Peers in the Oneflare support team
. Oneflare Sales Managers and Sales Departments
. The Senior Operations Manager
. The Solutions and Process Manager
. Team Leaders in the AirSupport team
. Peers in the AirSupport team
. The People Partner for AirSupport Manila
. Specific stakeholders within the business such as product teams