kpca
Las Vegas, NV, USA
As a Customer Care Administrator at KPCA, you will play a crucial role in enhancing customer satisfaction and loyalty. Your efforts will directly contribute to a seamless customer experience, leading to a measurable increase in customer retention rates.
What You'll Do :
Manage customer inquiries via phone, email, and chat, aiming for a first-contact resolution rate of 85% or higher.
Track and analyze customer feedback to identify trends and recommend improvements, targeting a 10% reduction in repetitive inquiries.
Maintain accurate customer records in our CRM system, ensuring data integrity and improving response times by 15%.
Collaborate with cross-functional teams to resolve complex customer issues, reducing escalations by 20%.
Develop and maintain FAQs and knowledge base articles to empower customers and support staff, enhancing self-service options by 30%.
Monitor performance metrics and prepare weekly reports on customer interactions, with a focus on improving...
