Sutherland
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Sutherland Employee Reviews for Senior Customer Service Representative

Job Title
Senior Customer Service Representative1 review
Location
Egypt1 review
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5.0
Job Work/Life Balance
Compensation/Benefits
Job Security/Advancement
Management
Job Culture
- Customer Care:
• Billing inquiries/account adjustments.

• Claim processing.

• Complaint and issue resolution.

• Warranty services.

• Returns/request for maintenance.

• Product inquiries.

• Payments and refunds.

• Password reset/appeals.

• Order management.

• Merchant encashment/check validation.

• Merchant authorization.

• Up-grade or down-grade plans according to customers budgets.

- Warranty and technical issues resolving:

• Configuration/ Troubleshooting

• Dispatch management.

• Installation & connectivity

• Technical support Level 1, 2

• Predictive dissatisfaction modeling

• Reliability tracking and reporting

• Warranty or post-warranty support

- Customer Retention:

• Retain customer/dealer who wants to deactivate the service.

• Ask open questions to know the deactivation reasons.

• Offer an appropriate and suitable promotion.

- Quality control:

• Handling the hard calls.

• Take and investigate complaints to ensure customer satisfaction.

• Escalation management.
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