Envigado, Antioquia, Colombia
Customer service oriented person with experience in team leadership and a background in IT support. Empathetic, driven by results and always looking to improve my professional skills.
>Develop and execute customized onboarding plans for each client to address their specific needs and goals. >Educate customers on product features, best practices, and how to maximize its value for their specific cold outreach use cases. >Conduct product training sessions and workshops for customers to ensure they are proficient in using the product. >Serve as the main point of contact for clients, fostering trust and open communication. >Offer ongoing guidance and support, addressing customer questions and concerns promptly.
>Respond to customer inquiries via Zoom calls, emails, and Intercom chats while ensuring the compliance of SLAs and KPIs and, in doing so, maintaining a FRT of under 5 minutes and an average satisfaction score of 97% >Respond, analyze and make the proper decisions in regards to internal inquiries from first line support in order to ensure the prompt resolution of customer inquiries. >Identify, troubleshoot, document, and resolve customer inquiries based on the following topics: External API, Native integrations such as Hubspot, Pipedrive, Close, Salesforce and Google Drive. >Collaborate alongside the support team in the creation and modification of articles pertaining to the knowledge base. >Collaborate with the Finance, Success, Partnerships and Sales departments to achieve the desired retention rate.