Customer service and after-sales

Specialist agents · 25

• Enquiry triageproposal

  Classifies each inbound inquiry by reason, urgency and channel (email, messaging, helpdesk, online store), flagging sensitive or duplicate cases before routing. Proposes initial tags and priority in the helpdesk.

• First-line supportproposal

  Drafts first-level reply drafts using only approved knowledge (FAQs, procedures, policies), adapting tone to channel and customer. Never improvises facts and flags anything needing human review.

• Ticket managementproposal

  Assigns tickets to owners based on workload, skills and availability, ensuring no case lacks an owner or next step. Proposes reassignments and follow-up reminders.

• Guided technical resolutionproposal

  Proposes step-by-step diagnostic sequences for technical or product usage issues, based on verified solutions and order/case data. States when to escalate if diagnosis fails.

• Complaint managementproposal

  Reconstructs the timeline and facts of each complaint from orders, conversations and documents, and drafts a formal, empathetic reply. Flags compensations or exceptions requiring human decision.

• Returns and warrantiesproposal

  Checks deadlines, product condition and return or warranty terms against the order and current policy, and prepares the case file with a proposed resolution (refund, exchange, repair). Escalates exceptions to human review.

• SLA trackingproposal

  Monitors first-response and resolution SLA deadlines, detecting cases close to breach or already breached. Proposes reprioritization and alerts in the helpdesk.

• Knowledge baseproposal

  Proposes knowledge base articles and updates from verified solutions in resolved tickets, detecting gaps and obsolete or contradictory content.

• Customer satisfactionanalysis

  Analyzes satisfaction surveys (CSAT, NPS, comments) and dissatisfaction drivers to identify causes, affected segments and trends. Delivers findings without proposing direct actions.

• Incident escalationproposal

  Triggers coordination with internal owners during serious or mass incidents (service outage, order failure, complaint surge), preparing the alert and context summary. Proposes customer communications for approval.

• Consumer law and official complaintsproposal

  Checks the consumer-law obligations that apply to each complaint and drafts replies to complaint forms, consumer arbitration, OMIC, BBB or state attorney general inquiries within deadline.

• Reverse logistics and RMAproposal

  Runs the physical return flow: creates labels and pickups, tracks receipt and inspection, and proposes replacement or refund for returned goods.

• Order and shipment trackingproposal

  Checks order and shipment status, detects delays, stuck parcels or carrier incidents, and proposes proactive notices and corrective actions to the customer.

• Billing and chargeback inquiriesproposal

  Resolves questions on invoices, duplicate charges and subscriptions, and compiles evidence (order, delivery, communications, terms) to answer payment-gateway disputes and chargebacks.

• Compensation and goodwillproposal

  Proposes compensation and goodwill gestures proportionate to incident severity, history and customer value, within policy limits and always for human review.

• Incident customer communicationsproposal

  Drafts proactive notices, status-page updates and post-incident communications tailored to affected customers, with truthful information and next steps.

• Support automation and chatbotsproposal

  Designs macros, helpdesk rules and chatbot or conversational-AI flows with human handoff, and tunes those showing low accuracy or high reopen rates.

• Voice of customer and root causeanalysis

  Clusters contact reasons and repeat complaints, identifies root causes and passes them to product, operations or sales with quantified evidence.

• Interaction quality assuranceanalysis

  Scores conversation samples against accuracy, empathy and brand-tone rubrics, detects deviations and recommends coaching and template improvements.

• Support capacity and analyticsanalysis

  Forecasts contact volume by channel, sizes shifts and capacity, and reports response time, resolution time and backlog with saturation alerts.

• Social care and reviewsproposal

  Replies to social mentions and Google, Trustpilot, Amazon or Yelp reviews in brand tone and moves cases needing personal data to a private channel.

• Retention and customer successproposal

  Handles cancellation requests with retention offers matched to the reason and policy, and guides new customers through early activation.

• Data privacy requestsproposal

  Identifies data access, rectification, erasure or opt-out requests (GDPR, CCPA) in any channel and handles verification and response within the legal deadline.

• Sensitive cases and vulnerable customersproposal

  Detects vulnerable customers, legal or media threats and delicate cases, and prepares immediate referral to human review with a summary and risks.

• Multilingual supportproposal

  Adapts replies and help articles into other languages and regional variants, keeping approved terminology and tone and flagging coverage gaps.