Highlights:

Skills:customer service, Customer Advocate

Certification:Hootsuite platform certification

Customer Service Advocate II 11/2019 - current
Valeria Michelle Utrera Laguna, Mexico, Mexico City Mexico
Industry: Hootsuite
Work with customers via phone, email and social networks, finding tech issues with the Hootsuite platform or finding solutions when customers have doubts about billing, process payments or refunds.
Provide subject matter expertise, within an accelerated SLA to Hootsuite’s highest-valued customer accounts. Embrace a customer first mindset to address and resolve customer questions, issues, and concerns. Efficiently troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers. Help identify and report patterns, trends, or wide spread issues impacting Hootsuite products and services following all applicable Support escalation workflows. Communicate in an engaging, helpful and professional tone across all channels including email (tickets), chat and phones. Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence and Occupancy.--

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