Description:
We are looking for a result driven Customer Service Executive who is responsible to answer customer complaints and effectively deescalates altercations over the phone, resulting in customer satisfaction improvement. Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty. Assist and mentor other Customer service executives with difficult cases and provide them training. Conduct trainings for new joiners on system and standard operating procedures.
Responsibilities
- Provides exceptional professional customer service to customers via phone, email, social media and all the CS Department available channels.
- Maintains a working knowledge of the company's products to assist with specific customer inquiries.
- Answers customer complaints and effectively deescalates altercations over the phone, resulting in customer satisfaction improvement.
- Assists the Customer Service Representative (CSR) with difficult cases.
- Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
- Builds and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.
- May mentor or give direction to the Customer Service Representative (CSR) team members and provide training on best practices.
- Manage follow up calls to customer in a timely manner.
- Conduct trainings for new hires on system and standard operating procedures.
- Train new staff members on standard department procedures application, tools and resources while speaking with customers.
- Escalated queries/requests for action as appropriate to the manager for NOW and to the supervisor once the hiring is completed for immediate action.
Requirements
- Minimum 4 years' experience in customer service, in a fast-paced environment.
- Excellent communication skills.
- Ability to work under pressure and resolve complaints in a professional manner.
- Extensive knowledge of customer service procedures and principles.