1. Customer support management:
a. Handle daily customer inquiries via phone, email, and social media (roughly 100 a day).
b. Resolve queries, complaints, and product issues, ensuring a smooth experience for our customers.
c. Offer support related to product inquiries, troubleshooting, order management, and returns.
2. Team leadership:
a. Manage and mentor a small support team (currently one resource).
b. Set daily/weekly goals, assign tasks, and ensure high responsiveness from the team.
3. Process setup & improvement:
a. Identify and implement a CRM system to streamline communication and workflows.
b. Create and standardise customer support processes, SLAs, and escalation procedures.
c. Build a knowledge base for frequent customer inquiries and common troubleshooting tips.
4. Customer experience optimisation:
a. Track and analyse feedback to find patterns, suggest product improvements, and enhance the overall customer experience.
b. Collaborate with product, marketing, and sales teams to ensure our customer service strategy aligns with the broader business goals.
5. Reporting & metrics:
a. Generate weekly and monthly reports on key metrics (response time, resolution time, customer satisfaction, etc.).
b. Use KPIs to identify bottlenecks or areas for improvement, then take actionable steps to enhance efficiency.
6. Product & technical knowledge:
a. Stay updated on our product portfolio to effectively assist with technical issues.
b. Work closely with the technical and product teams to resolve complex customer problems
We enable, assist and co-create with content creators, gamers, adventurers, and dreamers of all kinds. We nurture every creative streak and develop passions- planned or improvised. Kreo is here to be with our users at every step of the way on their journey.
