Customer Advocate job description
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What does a Customer Advocate do?
The Customer Advocate serves as the voice of the customer, ensuring their needs and concerns are heard and addressed. This role is vital in fostering customer loyalty and satisfaction by liaising between the customer and the company, enhancing overall customer experience.
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What are the Key Responsibilities of Customer Advocate
- Act as a liaison between customers and the company.
- Manage customer inquiries and issues to a satisfactory resolution.
- Collect and analyze customer feedback to inform business improvements.
- Collaborate with other departments to address customer needs and feedback.
- Develop strategies to improve customer loyalty and retention.
- Provide clear communication to customers on company policies and procedures.
- Identify and escalate potential product-related issues.
- Monitor customer interactions to ensure high-quality service.
- Create reports on customer satisfaction metrics.
What are the Skills and Requirements for a Customer Advocate?
- Excellent interpersonal and communication skills.
- Strong problem-solving skills.
- Ability to work well with cross-functional teams.
- Proficient in CRM software and customer service principles.
- Empathetic approach to resolving customer concerns.
What are the KPIs to track for Customer Advocate?
The Customer Advocate's performance is evaluated on improvements in customer satisfaction, reduction of complaint resolution time, and increased customer retention rates.
Customer Satisfaction
Enhance overall customer satisfaction scores.
Complaint Resolution
Decrease the average time to resolve customer complaints.
Customer Retention
Increase customer retention rates through proactive engagement.
Reports to
Customer Service Manager
Collaborates with
Product Teams, Sales Teams, Support Teams
Leads
Customer Support Representatives
Are any specific tools or software required for the Customer Advocate role?
- Salesforce
- Zendesk
- SurveyMonkey
- Google Analytics
What is the qualification of Customer Advocate?
Bachelor's degree in Business, Communications, or a related field with 2-4 years of experience in customer service or advocacy roles.
