1. Advanced Customer Support:

Handle escalated customer inquiries and complaints that require expertise or special attention.

Provide personalized solutions to complex issues.

 

2. Mentorship and Support:

Assist junior team members by sharing best practices and guiding them through challenging scenarios.

Offer informal coaching to help colleagues improve their skills and productivity.

 

3. Process Improvement:

Identify gaps in service processes and suggest actionable improvements to enhance efficiency and customer satisfaction.

 

4. Training and Development:

Help train new hires by explaining company tools, procedures, and customer service protocols.

Act as a resource for team members needing guidance on policies or workflows.

 

5. Collaboration:

Coordinate with other departments to ensure timely resolution of customer issues.

Act as a liaison to facilitate better communication between teams.

 

6. Reporting and Documentation:

Maintain accurate records of customer interactions, especially escalated cases.

Prepare detailed reports for management on recurring customer issues and trends.

 

7. Quality Assurance:

Ensure adherence to company policies and service standards in customer interactions.

Contribute to maintaining high levels of customer satisfaction.

 

8. Proactive Problem Solving:

Analyze recurring customer concerns and propose preventive measures.

Stay updated on company products and services to address customer needs effectively.

 

Focus Areas:

Providing expert-level support while ensuring seamless collaboration with the team.

Driving efficiency and quality in customer service delivery.

Acting as a key contributor to team success without formal managerial authority.

Bachelor’s degree in Business Administration or a related field (preferred).2–4 years of experience in a customer service role.Excellent communication and problem-solving skills.Ability to handle high-pressure situations with composure.Proficiency in [specific tools/software if applicable].--Educational Qualifications:Bachelor’s degree in Business Administration, Communications, or a related field (preferred but not mandatory).High school diploma or equivalent with relevant experience.Experience:2–4 years of proven experience in a customer service role.Prior experience handling escalated customer issues or complex queries.Familiarity with customer relationship management (CRM) tools. (Optional)Skills and Competencies:1. Customer Service Skills:Strong ability to resolve customer issues effectively and professionally.Proven track record of delivering exceptional customer experiences. 2. Communication Skills:Excellent verbal and written communication in [language(s) required].Ability to convey complex information clearly and concisely. 3. Problem-Solving Abilities:Expertise in identifying root causes and implementing solutions.Analytical mindset to handle complex customer situations. 4. Team Collaboration:Ability to work effectively with other team members and departments.Mentorship skills to support and guide junior representatives. 5. Technical Skills:Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.Familiarity with ticketing systems and customer databases. 6. Time Management:Ability to prioritize tasks and manage multiple cases simultaneously.Strong organizational skills to meet deadlines and handle high-pressure situations. Personality Traits:Empathy and patience when dealing with customer concerns.Proactive and resourceful approach to addressing issues.Positive attitude and commitment to customer satisfaction.Additional Requirements (Optional):Knowledge of Textile specially in "Towels field" is a plus.Multilingual capabilities are advantageous.This position requires a balance of technical expertise, interpersonal skills, and the ability to mentor and support team members while maintaining a customer-focused approach.