
Senior Customer Experience Professional
5 days ago
This role is designed for a professional with extensive customer support and sales experience. The successful candidate will be able to lead and assist the customer service team in handling inquiries through phone calls, chats, and emails effectively.
Responsibilities:
- To lead and assist the customer service team in handling inquiries through phone calls, chats, and emails.
- To address customer concerns, identify their needs, and ensure timely resolutions to achieve customer satisfaction.
- To oversee after-sales services, ensuring prompt follow-ups and issue resolutions.
- To build and nurture strong relationships with customers by fostering trust through open communication.
- To record accurately customer interactions, inquiries, complaints, and resolutions.
- In cases of unresolved grievances or special requests, to escalate them to the appropriate departments and ensure follow-through to resolution.
- To provide detailed and accurate descriptions of products and services to customers.
- To guide the team in continuous cold calling on assigned leads in the CRM and make strategic decisions to enhance client engagement and drive conversions.
Requirements:
- A bachelor's degree in Business Administration, Customer Relations, or a related field.
- Minimum of 5-7 years of experience in customer support or a related field, with at least 2 years in a supervisory role.
- Experience in the furniture or retail industry.
- Familiarity with customer support best practices and sales techniques.
- Ability to train and mentor team members for improved performance.
- Proficiency in handling escalations and resolving complex customer issues.
Benefits:
The successful candidate will enjoy a rotational shift schedule.
About this Role:
This is a full-time opportunity for a highly skilled professional who can work effectively as part of a dynamic team.
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