Subject Matter Expert
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Total years of experience :8 years, 0 Months
• Act as the “go to” person by handling the managerial escalations whether online or
offline & high-level management complaints. And impress the clients through the
daily follow-up to keep the good experience.
• Lead & support the Frontline team members by answering their question & define
procedures. Not only answer how things are done, but why.
• Validate the Jira bug tickets depending on the experience and explain the area of
expertise clearly.
• Manage the huge customization projects to deliver them as required and on the
time.
• Define the strengths & weaknesses points for us or for our competitors through a
customer satisfaction surveys.
• Pitching and positioning new ideas for product and feature development.
• Provide a responsive and competent support to customers in the areas of problem-solving and handling customer inquiries.
• Define procedures and taking the right action to execute a task.
• Provide recommendations for procedural improvements.
• Act as the “go to” person within a department or function for questions and
problems with the clients.
• Receiving inbound calls and Handling Customer Queries related to Transportation
services.
• Dealing with the angry customers and handle their complaints.
• Following up the customers trips to maintain their satisfaction.
• Managing inbound client questions and proactively delivering product best
practices, personalized recommendations, and updates.
• Research required information using available resources.
• Identify and escalate priority issues.
Answering client calls and take requests, passing requests to operation department and making sure it's done Communicate with clients clearly and professionally.