Customer Care Duties and Responsibilities

Customer Care plays an important role to a company, one of which is ensuring that its clients are satisfied with the service being provided. Although the work varies, typical activities are likely to include the following:

Team Leader

• Act as an immediate supervisor. Supervise the team to work for a common goal. Set performance standards for tasks, jobs and roles of each staff.

• Provide coaching and guidance to maintain and improve good customer care standards.

• Act as point of escalation in resolving customer issues generally cancellations.

• Recommending approval.

• Business planning.

• Keeping records and preparing reports for submission to the manager.

• Discuss customer related issues to upper management.

• Giving strict instructions to team members to consistently implement company procedures.

• Disseminate operational tasks to the team members.

• Administer all domain and hosting related process.

• Keeping track on service operation in relevance to the customer’s needs.

Sub-Tasks:

• Job order processing of all domains and hosting related matters.

• Conduct final investigation on customer complaints, problems and issues.

• Conduct customer care survey and contact information update.

• Phone support.

• Email support.

• Suspension and resumption of accounts.

• Verification of cancellation notice.

• Deletion of inactive accounts.

• Account negotiation and assistance on in-house accounts (Conforme, add-ons, new accounts under office, contract signing and follow-ups).

• Masterlist (insertion of new accounts and removal of deleted accounts).

• Control Panel Committee.

Customer Care Staff

• In-charge of the Reception area. Accommodate incoming visitors and company guests.

• Provides front-line customer service assistance and information.

• Submission of weekly reports to the team leader.

• Job order processing of all domains and hosting related matters.

• Conduct initial investigation on customer complaints, problems and issues.

• Conduct customer care survey and contact information update.

• Phone support.

• Email support.

• Suspension and resumption of accounts.

• Verification of cancellation notice.

• Account negotiation and assistance on in-house accounts (Conforme, add-ons, new accounts under office, contract signing and follow-ups).

• Job order creation of office accounts except for the renewal.

• Schedule arrangement to use the Conference room.

• Monitoring of incoming client calls.

• Key holder.

• Sends notification and advisories to clients.