Job Responsibility: • Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Analyzes requests, provide solutions or ascertains who best can provide the information, and routes the request to the appropriate department/individual • Resolves level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. • Contributes to team effort by accomplishing team metrics and SLA • Provides all billing-related information to customers – helps in resolving any billing issues • Receives, processes and verifies the accuracy of requests from customers utilizing the company’s internal tools and systems • Ensures and provides quality service to both internal and external customers. • Receives inquiries and contacts the organization’s other departments to resolve a variety of account-related issues • Participates and provides expertise as a member of the Customer Care group • Attends regular meetings and feedback sessions