Global Customer Experience Specialist
hace 6 días
About Quantum Lending Solutions
We redefine small business lending with diverse and adaptable financial solutions, empowering businesses to achieve their growth objectives. Our dedicated lending partner fuels the growth of enterprises and SMBs with tailor-made financial services, ensuring the right tools for scaling up or solidifying market positions.
Job Summary:
The Customer Service Representative is responsible for delivering exceptional customer support by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role involves responding to customer inquiries via various channels, handling product or service-related issues, and maintaining a positive and professional attitude while working closely with other departments to provide timely and accurate assistance.
Key Responsibilities:
- Customer Support & Issue Resolution: Respond to customer inquiries via phone, email, chat, or in person, providing timely and effective solutions to resolve issues.
- Handle customer complaints, concerns, and inquiries with professionalism, ensuring a positive experience throughout the interaction.
- Troubleshoot and resolve product or service issues by identifying the root cause and providing appropriate solutions or escalation when necessary.
- Product & Service Knowledge: Maintain a thorough understanding of the company's products, services, policies, and procedures to assist customers accurately.
- Stay updated on new product releases, features, and company updates to effectively address customer inquiries and promote relevant offerings.
- Educate customers on product usage, troubleshooting steps, and self-service options, ensuring they maximize the benefits of the company's products or services.
- Customer Relationship Management: Build and maintain strong relationships with customers by demonstrating empathy, professionalism, and responsiveness in every interaction.
- Record and update customer interactions and inquiries in the company's CRM system to track issue resolution and identify potential areas for improvement.
- Follow up with customers to ensure issues are fully resolved and their expectations are met.
- Collaboration & Cross-Functional Support: Collaborate with other departments (e.g., sales, technical support, billing) to resolve complex customer issues or escalate matters as needed.
- Communicate customer feedback to internal teams to help improve products, services, or processes based on customer input.
- Assist in team efforts to improve the overall customer experience by providing insights or suggestions for process improvement.
- Compliance & Documentation: Ensure that all customer interactions adhere to company policies, procedures, and regulatory requirements.
- Maintain accurate and up-to-date records of all customer interactions, issues, and resolutions.
- Provide reports on common customer issues and feedback to identify areas for product or service improvements.
- Customer Satisfaction & Retention: Work to meet and exceed customer service targets, including response times, resolution rates, and customer satisfaction scores.
- Promote customer retention by resolving issues efficiently and building long-term relationships with clients.
- Offer suggestions for additional products or services that align with customer needs and improve their overall experience.
Qualifications:
- Education: High school diploma or equivalent required; a bachelor's degree in a related field is a plus but not required.
- Experience: Minimum 1-2 years of experience in customer service or a related field, preferably in retail, hospitality, or a service-oriented environment.
- Skills/Abilities: Strong verbal and written communication skills, with the ability to engage with customers professionally and clearly.
- Excellent problem-solving abilities, with a customer-centric approach to addressing inquiries and issues.
- Ability to manage multiple customer interactions simultaneously while maintaining high-quality service.
- Strong interpersonal skills, with the ability to demonstrate empathy, patience, and professionalism in challenging situations.
- Proficiency in using computer systems and customer service tools, including Microsoft Office Suite and CRM systems.
- Familiarity with customer service principles and best practices, including troubleshooting techniques and customer issue resolution.
- Understanding of the company's products, services, and industry to provide knowledgeable assistance to customers.
- Personal Attributes: Customer-focused, with a passion for delivering exceptional service and building positive relationships with clients.
- Detail-oriented, with a commitment to accuracy and thoroughness in handling customer inquiries.
- Adaptable and flexible, with the ability to adjust to changing priorities in a fast-paced environment.
- Team player, with a collaborative attitude and willingness to support colleagues and contribute to overall team success.
Estimated Salary Range: $45,000 - $60,000 per year, depending on experience and qualifications.
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