Imus, Calabarzon, Philippines
A reliable Customer Support Specialist/Quality Assurance/Subject Matter Expert with more than 10 years of background in customer service and technical support. Enthusiastic and ambitious customer service/technical specialist with widespread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and deliver legendary service on every interaction.
-Corresponding with Clients: Manage communications through various customer support channels, providing timely and effective responses. -Maximizing Platform Use: Advise clients on leveraging platform features and developing workflows to enhance their productivity and achieve their goals. -Owning the Customer Experience: Lead the resolution process by understanding client needs and guiding them to effective solutions with minimal effort. -Insight Articulation: Relay valuable customer feedback to product, development, and marketing teams, helping to shape ClickUp's continuous improvement and industry leadership. -Collaborative Problem-Solving: Work closely with colleagues across all levels of the organization to resolve client issues and find solutions. -User Education: Empower users by providing training and resources to improve their proficiency with ClickUp. -Process Improvement: Contribute to the development of team processes and enhancement of client-facing support documentation. -Ambassador Role: Represent ClickUp by supporting clients and stakeholders in achieving their objectives and ensuring their success. -Driving Product Improvement: Influence product development through continuous feedback and involvement in projects aimed at advancing ClickUp’s position as a top productivity platform
Responsibilities include transaction monitoring (phone/email/chat), reporting, coaching, targeted analysis, behavior flagging, calibrations, new hire support, and other/adhoc tasks geared towards accomplishing the program's quality objectives
● Providing continuous support / answering queries of front-line team members ● Conducting weekly refresher courses ● Coaching team members on a weekly basis to touch base and inform them of their running scores ● Answering escalation emails from clients ● Auditing cases on a weekly basis ● Doing side by side to team members to make sure correct process is executed on every case ● Conducting weekly quality audit calibration to make sure that all front-line supports are following the same process ● Conducting meetings with internal clients offshore on a monthly basis to check for process improvements
Answering queries of customers regarding quota increase requests from Google Cloud Platform products.