kpca
San Diego, CA, USA
As a Customer Care Administrator at KPCA, you will be pivotal in enhancing customer satisfaction and loyalty. By effectively managing customer inquiries and feedback, you will contribute to improved service quality and operational efficiency.
What You'll Do :
Manage and resolve customer inquiries through various channels, aiming for a 90% first-contact resolution rate.
Monitor and analyze customer feedback to identify trends and areas for improvement, driving a 15% increase in customer satisfaction scores.
Collaborate with cross-functional teams to facilitate seamless communication and ensure prompt issue resolution.
Maintain accurate records of customer interactions and transactions, ensuring data integrity and compliance with company standards.
Develop and implement process improvements that enhance team efficiency and reduce average response times by 20%.
Prepare and present monthly reports on customer care performance metrics to senior management, highlighting...
