Job brief

We are looking for a Customer Care Specialist to create and deliver outstanding service to customers.

You will be also responsible for working closely with the manager to identify customer needs, provide solutions, and create better sales value.

The ideal candidate will have experience in customer care, strong communication and interpersonal skills, and a deep understanding of the company’s products and services.

Responsibilities

Open and maintain customer accounts by recording account information.
Resolve product or service problems by clarifying the customer’s complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution.
Maintain financial accounts by processing customer adjustments.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Prepare product or service reports by collecting and analyzing customer information.
Contribute to team effort by accomplishing related results as needed.
Manage large amounts of incoming calls.
Generate sales leads.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships of trust through open and interactive communication.
Provide accurate, valid and complete information by using the right methods/tools.
Meet personal/team sales targets and call handling quotas.
Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Keep records of customer interactions, process customer accounts, and file documents.
Follow communication procedures, guidelines, and policies.
Go the extra mile to engage customers.
Resolve customer complaints via phone, email, mail or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Advise on company information.
Take payment information and other pertinent information such as addresses and phone numbers.
Place or cancel orders.
Answer questions about the terms of sale.
Act as the company gatekeeper.
Attempt to persuade customer to reconsider cancellation.
Inform customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with customer service manager to ensure proper customer service is being delivered.
Closeout or open call records.
Compile reports on overall customer satisfaction.
Read from scripts.
Handle changes in policies or renewals.
Resolve customer complaints via phone, email, mail or social media.

Requirements and skills

2-3 years of experience in customer service or a related field
Strong writing and editing skills, with experience writing contents and delivering standards in a timely manner
Excellent communication and interpersonal skills, with experience presenting products or services
Knowledge of the company’s products and services
Strong problem-solving and decision-making skills
Time management and organizational skills
Flexibility and adaptability to change
Familiarity with opening and managing customer accounts, and regular follow-ups with customers or partners.
Ability to build and maintain relationships with customers and partners
A desire to learn and grow in the customer care field
Bachelor’s degree in Business Administration, or a related field
Fluency in a second language is a plus