Customer Care Support

The Customer Care Support Representative serves as the primary point of contact for customer inquiries and complaints, delivering timely, professional, and empathetic support across multiple channels. This role is responsible for managing service requests, tracking tickets, and coordinating with internal teams to ensure efficient resolution and high customer satisfaction.

Key Responsibilities:

• Handle customer inquiries and complaints via phone, email, and SMS in a timely and professional manner
• Create, update, and manage service tickets (e.g., JIRA, Tech Serve) in real time
• Monitor and track ticket progress through resolution, ensuring SLA compliance
• Coordinate with internal teams (Technical, Finance, Supply Chain) to support issue resolution
• Support SAP/INSITE-related concerns and service coordination activities
• Manage customer invoicing and billing, including tracking submitted and pending invoices