What's included

• Multi-Channel Client Communication

  Providing professional, empathetic, and timely responses to customer inquiries via email, live chat, and phone.

• End-to-End Ticket Management

  Efficiently receiving, tracking, prioritizing, and resolving customer support tickets using helpdesk software. Managing escalations to the appropriate departments to ensure timely solutions.

• Client Account & Relationship Management

  Maintaining detailed and accurate client profiles, interaction logs, and communication histories to personalize support and build lasting loyalty.

• Billing & Payment Support

  Processing customer payments, issuing invoices, handling subscription updates, and securely managing financial transactions.

• Refund & Return Processing

  Managing return authorizations (RMAs) and processing refund requests in accordance with company policy, ensuring a fair and positive customer experience.

• Issue Resolution & Follow-up

  Taking ownership of customer issues from start to finish. Conducting proactive follow-ups to confirm resolution and achieve a 98%+ client satisfaction rate.

• Knowledge Base Development

  Helping to create and update FAQ guides, support articles, and internal documentation to empower customers and reduce repeat inquiries.