Job Overview
- Managing customers’ inquiries coming from multiple channels (phone calls, emails, live chat, social media) providing accurate and complete information
- Identifying and assessing customers’ needs to achieve satisfaction by using the right tools
- Following company’s procedures, guidelines, and policies to provide the right information to customers
- Resolving customers’ complaints and managing difficult situations while maximizing customer satisfaction
- Escalating difficult or unresolved issues to the supervisor or to different departments if needed
- Communicating clearly and gently with all customers
- Making recommendations to address weak spots or to improve existing processes
- Assisting with ad hoc department's projects (such as picking/packing occasionally)
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