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The Customer Care Plus Specialist plays a key role in managing special customers, ensuring an exceptional experience from first contact to problem resolution. This role involves coordinating requests, resolving escalations, maintaining strong customer relationships, and working closely with internal teams to ensure satisfaction and compliance with service level agreements.
Key Responsibilities- Create a structured and efficient process for special customer service, from the first interaction to problem resolution, ensuring a consistent and quality experience.
- Assure proper flow to satisfy customers' requirements in every point of contact.
- Serve as the main point of contact for all account-related inquiries and escalations.
- Coordinate and prioritize incoming requests and issues from special customers, being the main and unique point of contact until the issue is over, collaborating with internal teams to ensure seamless execution of the request.
- Develop and provide regular status updates and reports to clients regarding their accounts.
- Maintain customer satisfaction index rating and service level agreements to resolve conflicts as they arise.
- Collaborate with sales and marketing teams to identify cross-selling or upselling opportunities within special accounts.
- Continuously improve processes and procedures to enhance the overall client experience.
- Develop and maintain strong, long-lasting customer relationships with special customers.
- Identify opportunities for account growth and recommend additional services or products.
- Previous experience in customer service, special account management, or similar roles.
- Advanced communication and negotiation skills.
- Ability to manage multiple priorities and solve problems effectively.
- Detail-oriented and analytical skills.
GP Strategies is a leading talent transformation provider, delivering award-winning learning and development solutions to over 6,000 organizations globally. With a global network of learning experts, we help organizations transform through their people and achieve meaningful change.
We are committed to being an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other federally protected class.
