Klaus

- Creating and maintaining the external and internal Knowledge Base to ensure that it's always up-to-date and provides accurate information. Frequent collaboration with different teams to gather the latest updates and changes.
- Mentoring agents to ensure they have a deep understanding of our Knowledge Base, and can effectively utilise it in their interactions with customers by doing reviews and other forms of training if necessary.
- Working on the content for our chat bot. This involves making sure that the bot is equipped with the most recent and accurate information, and that its responses are clear, concise, and helpful to our users.
- Reviewing tickets in which chat bot interacted with customers, analysing results of these reviews and making necessary changes to increase accuracy and resolution rate.
- Reviewing agent tickets and analysing the results to make sure gaps in knowledge are plugged.
- Providing assistance in handling escalations and complex conversations.

Knowledge Manager

Providing customers with recommendations on best practices to optimize their experience and maximize value from the product. Working closely with different departments to ensure timely resolution of customer issues, fostering efficient communication across teams. Acting as a liaison between customers and the Product team, relaying valuable feedback and suggestions for product improvement. Monitoring and communicating bug fixes to customers, ensuring they are informed about updates and improvements.

Ownership over developing and maintaining comprehensive internal documentation, including standard operating procedures and training materials, to ensure efficient customer support processes. Creating and updating external documentation, such as FAQs and product documentation, to enhance the self-service experience for customers and facilitate their understanding and use of the product.

Provided mentorship and training to customer experience specialists, offering guidance and support to ensure the delivery of exceptional service and consistent customer satisfaction.

Senior Customer Experience Specialist

I'm answering customer's inquiries, sharing their feedback with our developers, advising on best practices on conversation reviews (QA) with Klaus.

My job also includes writing Knowledge Base articles as well as enriching our internal database.

Customer Experience Specialist

heloo (Previously Q Experience)

Second level technical support for tado° GmbH

Senior Customer Service Agent

tado° GmbH - Product consulting, direct sales, and technical support with the usage of Zendesk and Intercom for the UK market. E-mail, chat and phone support.

heloo - English language check for new candidates

Customer Care Specialist/Technical support

Running in the fields of Customer Experience. 
I'm focusing on Knowledge Base management, making sure articles are up to date, reflecting the app funcionality, providing assistance to customers, as well as mentoring team members. 

Interested in gadgets, innovations, self-improvement, cats and skydiving. 🪂

Taplio

Dajana Novak's Linkedin Analytics

Dajana Novak

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Taplio

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Dajana Novak

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