The Customer Advocate plays a vital role in enhancing KORE’s customers’ experience by providing exceptional support and fostering strong relationships with our customers. Your focus will be on understanding customer needs, resolving technical issues and ensuring a seamless and positive interaction with our services. Your focus on delivering world-class customer satisfaction will be key in driving cost efficiency and revenue growth by building strong customer relationships on a foundation of trust.

CORE ACCOUNTABILITIES:

Financial:

• Contribute to revenue retention by resolving customer issues promptly, minimizing churn.

Customer:

• Engage with customers via various channels (phone, email and chat) to address inquiries and resolve technical issues, focusing on first contact resolution.
• Identify customer needs and provide timely and effective support to customers via multiple channels (phone, email, chat), ensuring a positive experience while providing concise, accurate, and complete resolutions with a goal of first contact resolution.
• Provide exceptional and meaningful status updates to keep customers informed based on the severity of their case.
• Champion KORE’s self-service tools and provide meaningful feedback to ensure these deliver customer value

Business Process:

• Accurately log and document all customer interactions and resolutions in KORE’s support ticketing system, ServiceNow.
• Where documentation does not exist, identify gaps and Customer Support’s process to escalate complex issues and share insights for overall service enhancement.
• Adhere to established support processes and protocols to ensure consistent service delivery.
• Test/troubleshoot/replicate customer issues.

Learning and Development:

• Stay updated on product knowledge, technical skills, and customer service best practices through ongoing training and self-study.
• Participate in team meetings and training sessions to share knowledge and improve collective skills.
• Engage in continuous personal development by seeking feedback and participating in training opportunities.
• Share insights and best practices with team members to foster a culture of knowledge sharing.

QUALIFICATIONS

• High school diploma or equivalent; bachelor’s degree preferred.
• 2 years of proven experience in customer service or support roles.
• Ability to understand and troubleshoot basic technical issues.
• Familiarity with support ticketing systems and remote support tools is a plus.
• Willingness to work flexible hours as needed.

SKILLS/COMPETENCIES

• Customer service mindset to provide accurate and effective support and advice.
• Strong communication skills, both verbal and written with a customer-centric approach.
• Excellent problem-solving skills and the ability to think critically under pressure
• Excellent time management skills.

KORE VALUES:

Customer Obsession

We earn trust through deep understanding and relentless commitment. We earn the trust of our customers and aim to delight them through our solutions – we want to be loved by our customers.

Be the Spark

We lead with energy, creativity, and urgency. We don't wait for change – we ignite it. We listen, engage, and encourage others to participate.

Own the Outcome

We take accountability seriously – delivering on our promises to customers, teammates, and ourselves. We finish what we start. We think like owners and we’re frugal where it makes sense.

Grit & Positivity

We face challenges head-on – with resilience, optimism, and determination. We look at these situations as an opportunity to create a positive outcome. When we make a commitment, we deliver. We challenge those in a respectful way that do not meet their commitments.

Challenge. Debate. But Be Human.

We speak up, question assumptions, and challenge ideas – not people. We aim for the best outcomes through respectful, direct, and open dialogue, keeping in mind we’re all on the same team.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision.

KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.