Chatbot Support Specialist

This is a remote position.

• Escalation Handling:
  
• Manage customer issues escalated from the chatbot, providing timely and accurate resolutions.
  
• Handle complex cases that require personalized attention, collaborating with other departments when necessary.
  
• Ensure escalated issues are tracked and resolved efficiently, aiming to reduce future escalations.
  
• Salesforce Case Management:
  
• Create and manage customer cases in Salesforce, ensuring that all details are recorded accurately.
  
• Monitor the status of cases, prioritise them according to urgency, and ensure adherence to Service Level Agreements (SLAs).
  
• Regularly follow up with internal teams and customers to ensure cases are resolved on time.
  
• Email Correspondence:
  
• Draft and send professional and empathetic email responses to escalated customer queries.
  
• Communicate effectively to ensure customers understand the resolution process and the actions taken to resolve their issues.
  
• Collaborate with internal stakeholders via email to gather additional information when necessary for complex cases.
  
• Continuous Improvement:
  
• Identify patterns in escalated issues and provide feedback to the chatbot development team for improvements.
  
• Suggest enhancements to internal processes based on common escalations and customer feedback.
  
• Stay updated on product changes, company policies, and best practices for managing escalations and peer reviews.