Your responsibilities will encompass the following key areas:
Customer Interaction:
- Interface with customers to resolve 1st and 2nd tier problems or inquiries promptly and efficiently.
- Verify contacts and customer information to ensure accuracy and completeness.
Issue Resolution:
- Examine customer problems and implement appropriate corrective action to address inquiries and requests effectively.
- Escalate queries or requests for action as needed for immediate resolution.
CRM Utilization:
- Utilize CRM systems to maintain accurate records of customer inquiries, interactions, and resolutions.
- Ensure timely and thorough documentation of customer interactions for reference and follow-up.
Record Maintenance:
- Maintain and create logs, reports, records, and files related to customer interactions and issue resolution.
- Track and update spreadsheets to monitor orders and customer follow-up activities.
Complex Issue Handling:
- Investigate, analyze, coordinate, and track complex customer issues and problems to ensure timely resolution.
- Proactively identify and address customer concerns to prevent escalation and ensure satisfaction.
Proactive Communication:
- Make proactive calls to identify customers requiring close attention, address problems, and work towards resolution.
- Keep customers informed about the status of their inquiries and orders, providing updates as necessary.
To excel in this role, candidates should possess the following qualifications and attributes:Bachelor’s degree in a related field.1 – 4 years of experience in direct contact with customers.Excellent spoken and written English communication skills.Proficiency in MS Office applications.Ability to work effectively as part of a team.Strong customer focus, with a commitment to delivering exceptional service.High level of motivation and ability to work efficiently under pressure.