CUSTOMER SERVICE

DUTIES AND RESPONSIBILITIES

Customer Support & Assistance:

Respond to customer inquiries across various communication channels, including phone calls, emails, and in-person visits, ensuring clear and accurate information is provided.
Address customer concerns, complaints, and inquiries promptly, ensuring a high level of satisfaction while maintaining professionalism.
Engage with customers to understand their needs and provide tailored solutions, including resolving issues related to products, services, or billing.

Issue Resolution & Complaint Management:

Handle customer complaints efficiently, aiming to resolve issues on the first point of contact while adhering to company policies and guidelines.
Work closely with the management team to escalate unresolved issues and ensure timely follow-up for continuous improvement.
Strive to turn every customer complaint into a positive experience, ensuring customer retention and loyalty.

Product Knowledge & Information Delivery:

Continuously update and improve knowledge of the company’s products, services, and policies to offer the most accurate and relevant information to customers.
Assist customers with product inquiries, guiding them through features, benefits, and usage tips to enhance their experience.
Promote the company’s products and services when appropriate, providing customers with information on promotions or new offerings.

Order Processing & Returns Management:

Assist customers in placing orders, processing returns, and handling exchanges in an accurate and timely manner.
Ensure proper documentation and tracking of all customer transactions and returns to ensure proper stock levels and inventory management.
Verify customer information and process transactions in compliance with company policies and procedures.

Data Entry & Documentation:

Record and maintain accurate logs of customer interactions, complaints, inquiries, and resolutions in the company’s customer service management system.
Ensure that all customer data is kept up-to-date and is entered into the system in a timely and accurate manner to maintain effective communication and follow-up.
Prepare and provide regular reports to management on common customer issues, feedback, and service metrics to support process improvement efforts.

Collaboration & Cross-functional Communication:

Work closely with the sales, technical, and logistics teams to resolve customer issues and fulfill service requests.
Collaborate with the marketing and product development teams to provide feedback on customer preferences and areas for improvement.
Actively participate in team meetings, contributing ideas and sharing insights on customer service improvements.

Customer Education & Support Materials:

Assist in the development of customer support materials, including FAQ pages, help guides, and troubleshooting documentation, to empower customers with self-service options.
Educate customers on how to use products effectively, including offering troubleshooting tips and providing solutions for minor issues they might encounter.
Ensure that customers are aware of company policies regarding refunds, exchanges, and warranties.

Customer Retention & Satisfaction Monitoring:

Identify opportunities for improving the customer experience and increasing retention by providing feedback to management on customer trends and concerns.
Proactively reach out to customers after service interactions to gauge satisfaction and gather feedback for ongoing improvement efforts.
Develop and maintain relationships with regular customers to increase customer loyalty and satisfaction.

KEY REQUIREMENT SKILLS AND QUALIFICATION

HOW TO APPLY

This email address is being protected from spambots. You need JavaScript enabled to view it.