Customer Service Representative
hace 1 mes
Job Summary
- This role plays a pivotal part in enhancing customer experience by resolving a range of moderately complex issues in a timely and satisfactory manner.
Responsibilities
- Effectively communicate with customers and channel partners to address order and delivery status, as well as updates on any issues or inquiries.
- Maintain detailed records of customer interactions, support activities, and issue resolution for accurate reporting and future reference.
- Collaborate with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
- Identify trends, pain points, and areas for improvement in products, services, and processes through customer feedback analysis.
- Ensure adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
- Participate in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
- Generate regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.
Education & Experience
- Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or a related discipline, or commensurate work experience or demonstrated competence.
- Typically has 2-4 years of work experience 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.
Preferred Certifications
- Certified Sales Operations Professional (CSOP)
Knowledge & 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.
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