JOB SUMMARY
Build customer loyalty by resolving inbound requests (via phone/chat/tickets), pre-empting issues (combined orders, intercepted back orders) and delighting customers (by going above and beyond, personalization, fast response time)
MAJOR DUTIES
- Handle inbound customer service requests via phone, chat and email (sales, product recommendations, complaints, information, requests)
- Diligently leave detailed records and notes of all actions on our systems (shopify, teamwork, phone logs)
- Maintain and update customer information in our various systems
- Process orders, forms and applications
- Provide customers with product service and information
- Surprise and delight customers with non-routine actions. (quick responses, 1-step resolutions, personalization, extra effort, rapport building, and using weekly delighted budget on customers)
- Attend CC management meetings.
- Assist Team on projects related to organizational goals
- Attend Trainings and seminars
- Spot oppurtunities for improvements