Customer Support Representative [Belgium]
As Customer Support Representative , you are responsible for the follow up on clients queries via phone, mail and ticketing system, you report on ticket KPIs and you strive to improve customer loyalty. Your basic tasks include: Handling incoming tickets and questions from customers: You analyse and classify incoming tickets. You log tickets for customers who report an incident by telephone. You try to handle the ticket yourself if possible and if not, transfer the ticket to a service that will handle the ticket further. Handling internal tickets and signaling problems to Engineering team: Internal alarms are not sent directly to the customer, but are handled, classified and resolved by you where possible. Structural problems are passed on to the engineering team to further investigate the underlying problem. Manage and report SLAs and KPIs on customer service performance: When a SLA is about to expire, you encourage the ticket owners to address their ticket in time. Yo...