Customer support

JOB RESPONSIBILITIES:

• Respond to customer queries in a timely and accurate way via email.
• Handle community management on assigned social platforms, including answering fans’ comments and responsding to inbox messages, etc.
• Identify customer needs and redirect them to corresponding departments.
• Follow up to make sure all queries have been resolved.
• Gather and categorize customer feedback then share with Product, Creative, Marketing department (feature requests, creative support requests, marketing requests) on a weekly basis.
• Understand the product throughout.
• Analzye and report product malfunctions, by impersonating users, testing different scenarios, etc.
• Quickly identify any potential crisis and take neccessary steps to attend to customers and then escalate to related departments.