Responsible for delivering exceptional service to customers, managing complex inquiries, resolving escalated issues, and driving continuous improvement initiatives that enhance the overall customer experience. This role serves as a key liaison between customers and internal teams to ensure timely and effective resolution of customer needs.
*key responsibilities*:
- serve as the primary point of contact for customer inquiries, concerns, and escalations.
- build and maintain strong relationships with customers to ensure a positive experience.
- investigate and resolve complex customer issues in a timely and professional manner.
- collaborate with cross-functional teams including operations, sales, supply chain, and quality.
- analyze customer feedback and identify opportunities for process improvements.
- monitor customer satisfaction metrics and recommend corrective actions when needed.
- support onboarding and training of new team members.
- maintain accurate customer records and documentation within crm systems.
- provide regular reports and updates on customer trends, issues, and resolutions.
*qualifications*:
- bachelor's degree in business administration, communications, marketing, or a related field preferred.
- 3-5+ years of experience in customer service, customer experience, account management, or a related role.
- experience handling customer escalations and complex issue resolution.
- strong problem-solving and analytical skills.
- excellent verbal and written communication skills.
- ability to work in a fast-paced environment and manage multiple priorities.
*preferred skills*:
- customer-focused mindset with strong relationship-building abilities.
- experience in manufacturing, supply chain, logistics, or shared services environments is a plus.
- continuous improvement mindset and familiarity with process improvement methodologies.
- *conversational english required; advanced english preferred.*:
- strong organizational skills and attention to detail.