Senior Customer Service Representative
2 weeks ago
About this role
As a key member of our customer support team, you will play a vital role in delivering exceptional service to our clients.
Key Responsibilities- Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.
- Provide accurate and detailed information about products, services, policies, and procedures.
- Assist customers in troubleshooting and resolving customer's issues with products or services.
- Ensure customer requests, concerns, and complaints are handled professionally and promptly.
- Follow up with customers to ensure their issues have been resolved to their satisfaction.
- Identify customer needs and determine the best course of action to resolve issues effectively.
- Investigate and escalate complex customer issues to the appropriate internal teams for further assistance.
- Collaborate with other departments to resolve customer complaints or coordinate special requests.
- Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.
- Maintain a high level of professionalism, empathy, and patience while interacting with customers.
- Strive to exceed customer expectations and deliver personalized service to enhance customer loyalty.
- Continuously evaluate and improve the customer experience by providing feedback on processes, policies, and product improvements.
- Seek opportunities to upsell or cross-sell products or services based on customer needs and preferences.
- Collaborate with team members and share knowledge to ensure consistent and accurate customer support.
- Communicate effectively with other departments to relay customer feedback, trends, and insights.
- Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.
- Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.
- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.
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