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JOB DESCRIPTION FORM – Customer Care Team (CCT) Member
Scope of Responsibilities & Position Expectations – Customer Care Team (CCT) Member
· Key Responsibilities
o Respond to customer inquiries via phone, email and chat in a professional and courteous manner while minimizing unnecessary touchpoints
o Recognize common customer issues and offer solutions without requiring additional help.
o Resolve customer complaints and escalate issues as necessary and without undue delay to ensure customer satisfaction.
o Maintain up-to-date knowledge of company products, services, warranties, life cycles and processes to effectively address customer inquiries
o Document customer interactions and transactions in accordance with company procedures
o Meet established performance goals and metrics, including next action due dates, call and chat response times.
o Ability to work rotational shifts to meet differing regional hours of operation.
· Requirements
o Proven customer service experience
o Excellent written and verbal communication skills.
o Ability to work effectively and without continual monitoring in a fast-paced and continually changing environment.
o Strong problem-solving skills
o Knowledge sharing among all team members.
o Ability to work independently and as part of a team, prioritizing work and balancing time management.
o Internalize processes while identifying process deficiencies and recommending improvements to team leads and management team members.
o Adaptability to changing internal and external customer needs and priorities.
o Familiarity with customer service software such as Zendesk, Jira; CRM platforms like NetSuite or Salesforce; strong use of Microsoft Office suite is a plus.
· Working Conditions
o Collaborative office environment
o Ability to work rotational shifts to meet differing regional hours of operation.
· Physical Requirements
o Ability to sit and use a computer or phone uninterrupted for extended periods of time.
o Ability to communicate effectively over the phone and in writing.
· Education and Experience
o B.Com/M.Com/BBA/MBA/BCA (2 – 4 Years of experience)
o Customer service experience preferred.
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What We Do
Cambium Networks provides a portfolio of WiFi and wireless broadband solutions that aim to help service providers, government agencies, oil and gas and utility companies and manager their infrastructure.
