Customer Service Executive

Description:

Responsibilities

• Provides exceptional professional customer service to customers via phone, email, social media and all the CS Department available channels.
• Maintains a working knowledge of the company's products to assist with specific customer inquiries.
• Answers customer complaints and effectively deescalates altercations over the phone, resulting in customer satisfaction improvement.
• Assists the Customer Service Representative (CSR) with difficult cases.
• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
• Builds and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.
• May mentor or give direction to the Customer Service Representative (CSR) team members and provide training on best practices.
• Manage follow up calls to customer in a timely manner.
• Conduct trainings for new hires on system and standard operating procedures.
• Train new staff members on standard department procedures application, tools and resources while speaking with customers.
• Escalated queries/requests for action as appropriate to the manager for NOW and to the supervisor once the hiring is completed for immediate action.

Requirements

• Minimum 2 year's experience in customer service, in a fast-paced environment.
• Excellent communication skills
• Ability to work under pressure and resolve complaints in a professional manner.
• Extensive knowledge of customer service procedures and principles.