Description:
The Customer Service Representative will be responsible for managing all customer inquiries through the company’s call centers. This role involves handling B2B and B2C customer interactions, ensuring efficient processing of group and bulk orders, and maintaining high standards of customer service. The position requires a strong understanding of call center operations and a commitment to enhancing the overall customer experience.
Key Responsibilities:
Call Center Management:
- Oversee and manage customer inquiries and complaints handled by the call centers, ensuring timely and accurate responses.
- Monitor call center performance to ensure adherence to company policies and customer service standards.
Customer Interaction:
- Address B2B and B2C customer inquiries and resolve complaints via phone, email, or social media channels routed through the call centers.
- Provide customers with information regarding products, services, policies, promotions, and group buying options.
Order Management:
- Coordinate the processing of group orders for B2C customers and bulk orders for B2B customers through the call centers.
- Ensure all orders are handled efficiently and in line with company policies.
Issue Escalation:
- Identify and escalate priority issues from the call centers to the appropriate team members or departments for resolution.
Record Maintenance:
- Maintain accurate records of customer interactions, orders, and issues managed through the call centers.
- Ensure that all customer data is logged and updated correctly in the CRM system.
Team Collaboration:
- Collaborate with other departments, such as Order Management and Logistics, to ensure seamless operations for B2B and B2C customers.
- Work with the call center team to continuously improve service delivery and customer satisfaction.
Continuous Learning:
- Stay informed about the latest product and service information, as well as company policies and procedures.
- Participate in call center training sessions and team meetings to enhance skills and knowledge.
Performance Targets:
- Meet or exceed performance metrics related to call center operations, including response time, customer satisfaction, and resolution rates.
Additional Responsibilities:
- Perform other tasks as needed to support the call center operations and overall customer service strategy.
Qualifications:
- Strong communication skills and the ability to handle a high volume of customer interactions.
- Proficiency in using CRM systems and other customer service tools. Ability to manage multiple tasks effectively in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- A team player with a focus on delivering exceptional customer service