Customer Advocate

Kore Wireless Canada Inc.

10h

About The Position

The Customer Advocate plays a vital role in enhancing KORE’s customers’ experience by providing exceptional support and fostering strong relationships with our customers. Your focus will be on understanding customer needs, resolving technical issues and ensuring a seamless and positive interaction with our services. Your focus on delivering world-class customer satisfaction will be key in driving cost efficiency and revenue growth by building strong customer relationships on a foundation of trust.

Requirements

High school diploma or equivalent
2 years of proven experience in customer service or support roles.
Ability to understand and troubleshoot basic technical issues.
Customer service mindset to provide accurate and effective support and advice.
Strong communication skills, both verbal and written with a customer-centric approach.
Excellent problem-solving skills and the ability to think critically under pressure
Excellent time management skills.

Nice To Haves

bachelor’s degree preferred.
Familiarity with support ticketing systems and remote support tools is a plus.

Responsibilities

Contribute to revenue retention by resolving customer issues promptly, minimizing churn.
Engage with customers via various channels (phone, email and chat) to address inquiries and resolve technical issues, focusing on first contact resolution.
Identify customer needs and provide timely and effective support to customers via multiple channels (phone, email, chat), ensuring a positive experience while providing concise, accurate, and complete resolutions with a goal of first contact resolution.
Provide exceptional and meaningful status updates to keep customers informed based on the severity of their case.
Champion KORE’s self-service tools and provide meaningful feedback to ensure these deliver customer value
Accurately log and document all customer interactions and resolutions in KORE’s support ticketing system, ServiceNow.
Where documentation does not exist, identify gaps and Customer Support’s process to escalate complex issues and share insights for overall service enhancement.
Adhere to established support processes and protocols to ensure consistent service delivery.
Test/troubleshoot/replicate customer issues.
Stay updated on product knowledge, technical skills, and customer service best practices through ongoing training and self-study.
Participate in team meetings and training sessions to share knowledge and improve collective skills.
Engage in continuous personal development by seeking feedback and participating in training opportunities.
Share insights and best practices with team members to foster a culture of knowledge sharing.