Customer Service Specialist

hace 4 semanas


Xico, México Gp Strategies Corporation A tiempo completo

About Gp Strategies Corporation

Gp Strategies Corporation is a leading provider of talent transformation solutions, delivering award-winning learning and development services to organizations worldwide. With over 55 years of experience, we've developed a global network of learning experts who help businesses achieve meaningful change through their people.

Job Summary

The Customer Care Plus Specialist plays a critical role in managing special customer relationships, ensuring an exceptional experience from initial contact to resolution. This involves coordinating requests, resolving escalations, maintaining strong customer relationships, and collaborating with internal teams to ensure satisfaction and compliance with service level agreements.

Key Responsibilities

  • Create a structured process for special customer service, 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, collaborating with internal teams to ensure seamless execution.
  • 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.

Requirements

  • 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.


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