Senior Customer Service

Job Description

• Customer Engagement: Greet and assist visitors and customers with professionalism and courtesy, ensuring their needs are met promptly.
• Inquiry Management: Collaborate with the Customer Service team to efficiently manage, implement, and address customer inquiries and requests related to our products and services across multiple communication channels, including phone, email, and live chat.
• Complaint Resolution: Proactively resolve customer complaints and issues with a focus on delivering effective and timely solutions, ensuring customer satisfaction at every interaction.
• Technical Support: Provide comprehensive support to customers regarding product usage, troubleshooting technical issues, and guiding them through resolution processes to enhance their experience.
• Order Processing: Handle order management tasks, including processing orders, cancellations, and returns, while ensuring accuracy and adherence to company policies.
• Reporting & Documentation: Generate and maintain detailed reports using CRM systems and other relevant tools to track customer interactions, feedback, and service metrics for continuous improvement.
• Team Collaboration: Work closely with internal teams to relay customer feedback and contribute to the development and enhancement of products and services based on customer insights.

Job Requirements

• Proven experience in customer service, preferably in a senior or supervisory role.
• Exceptional communication and interpersonal skills, with the ability to connect with diverse customers.
• Strong problem-solving abilities and a proactive approach to addressing customer issues.
• Proficiency in CRM software and strong organizational skills.
• Ability to work collaboratively in a team-oriented environment while also being self-motivated and able to work independently.
• A passion for delivering outstanding customer service and continuously striving for excellence.
• Familiarity with customer service tools and software (e.g., CRM systems, ticketing systems