Description:
play a crucial role in ensuring exceptional customer satisfaction and fostering positive interactions between our organization and its customers. You will be responsible for managing and enhancing the overall customer experience by addressing inquiries, resolving issues, and maintaining a high level of customer engagement. You will respond to inbound customer calls and emails regarding order inquiries such as ship dates, problems, order changes, repairs, and rma's.
you will communicate with other departments such as logistics, manufacturing, regional sales managers, and product managers to resolve customer issues. You will support order processing, including order entry, expediting orders, change orders, returns, monitoring order status, and resolving discrepancies. Must be able to transition between multiple priorities simultaneously, possess strong interpersonal skills, a desire to help people, and excellent communication abilities.
key responsibilities
* respond promptly to customer inquiries through various communication channels (phone, email, chat, or in-person) with professionalism and courtesy
* provide clear and accurate information to customers regarding products, services, orders, and policies
* handle customer complaints and concerns effectively, finding solutions that align with company policies and customer satisfaction goals
* escalate complex issues to the appropriate departments for further investigation and resolution
* gather and analyze customer feedback to identify areas for improvement in products, services, and interactions
* collaborate with cross-functional teams to implement improvements based on customer feedback, enhancing overall satisfaction
* proactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understood
* follow up with customers post-interaction to gather feedback and ensure their expectations are met or exceeded
* adhere to established company processes and procedures related to customer service to ensure consistency and quality
* provide recommendations for process improvements to enhance efficiency and customer satisfaction
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