Customer Support Analyst

You will be responsible for supporting .bord's clients across every available channel, making sure their requests, questions, complaints and claims are handled and resolved properly. You will meet the quality standards and response times set by the team, adding value to the client experience and driving self-service and continuous improvement within the area.

• Handle and manage client requests, questions, complaints and claims across every support channel.
• Give clear and timely answers, meeting the response times and service levels the team has set.
• Meet the quality standards defined by the area in every client interaction.
• Follow up on each case through to proper resolution, escalating incidents when needed.
• Spot improvement opportunities in support processes and propose actions that add value.
• Create, update and document processes and procedures for Customer Support.
• Work with autonomy and self-control, tracking your own indicators and responsibilities.