kpca
San Francisco, CA, USA
**Job Title**: Customer Services Representative
**About the Role**: As a Customer Services Representative at KPCA, you will play a pivotal role in enhancing customer satisfaction and loyalty. Your efforts will directly contribute to improving our customer service metrics and overall brand reputation.
**What You'll Do**: - Respond to customer inquiries via phone, email, and chat, aiming for a 95% satisfaction rating. - Resolve customer issues efficiently, achieving a first-contact resolution rate of at least 80%. - Process orders and returns accurately, maintaining a processing error rate below 2%. - Document customer interactions in the CRM system, ensuring all records are complete and up-to-date within 24 hours. - Collaborate with cross-functional teams to communicate customer feedback and drive product improvements, contributing to a 10% increase in positive feedback. - Conduct follow-up communications with customers to ensure resolution satisfaction, targeting a...
