Enterprise Customer Support Representative

hace 5 meses

Tlaquepaque, México Hewlett Packard A tiempo completo

CSR (customer support representative) is involved in the end to end process of an order: since order is submitted by the customer and until it is delivered and invoiced.

**Job Summary**
- This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with the management. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.

**Responsibilities**
- Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
- Maintains clear, proactive, and timely communication with customers regarding order and delivery status, as well as updates on any issues or inquiries.
- Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
- Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
- Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
- Collects and analyzes customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
- Maintains relationships with customers, ensuring smooth collaboration and effective communication to meet customer needs.
- Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
- Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
- Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.

**Education & Experience** Recommended**
- Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 2-4 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with little or no work experience.

**Knowledge & Skills**
- Fluent english
- Strong communication skills written and verbal
- Complex problem solving
- Decision Making
- Emotional Intelligence
- Resilience
- Proactiveness

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

**Complexity**
- Responds to routine issues within established guidelines.

**Disclaimer**

CSR (customer support representative) owns the End to End process of an orde: since order is submitted by the customer and until it is delivered and invoiced. Cross collaborates with multiple functions (Sales Ops, Sales, Finance, etc) to accelerate the flow of the order and resolution of complex problems and delivering best customer experience. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with the management and other teams. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.

**Responsibilities**
- Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
- Maintains clear, proactive, and timely communication with customers regarding order and delivery status, as well as updates on any issues or inquiries.
- Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
- Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
- Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
- Collects and analyzes customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
- Maintains relationships with customers, ensuring smooth collaboration and effective communication to meet customer needs.
- Ensures adherence to orga

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