Job Description
Job Description
- Provide high‐quality support to customers by responding to inquiries, requests, and issues in a timely, professional, and solution-focused manner.
- Use effective communication and problem‐solving skills to address customer questions, technical concerns, and account‐related needs through various channels.
- Enhance customer experience by identifying appropriate solutions and aiming for efficient, accurate resolution.
- Manage and resolve customer concerns with empathy and professionalism, escalating issues in alignment with established guidelines when needed.
- Investigate and correct account or service‐related discrepancies, ensuring accurate information and continuity of service.
- Proactively communicate with customers regarding updates, next steps, and actions required to support order or service fulfillment.
- Support processes related to customer orders, returns, credits, and other transactional activities as assigned.
- Oversee and coordinate day‐to‐day fulfillment or service workflows, addressing exceptions and ensuring smooth execution of assigned tasks.
- Review system‐generated reports or alerts and take appropriate action to understand, communicate, or resolve service or order status updates.
- Adhere to established procedures while maintaining accurate and thorough documentation of customer interactions and case activity.
- Performs other duties as assigned within the scope of responsibilities and requirements of the job
- Performs Essential Job Functions and Duties with or without reasonable accommodation
- All Customer Care team members:
- Own the customer experience by prioritizing customer needs and creating promoters of our products and services.
- Understand and adhere to corporate and departmental policies and procedures.
- Set clear expectations through accurate information and transparent communication.
- Educate customers on self-service tools and resources.
- Actively participate in required training programs.
- Identify and communicate opportunities for process and system improvements.
- Maintain regular, consistent, and punctual attendance.
- Win as a team by collaborating, sharing ideas, and contributing to continuous improvement.
QUALIFICATIONS
Years of Experience and Knowledge
1 ~ 3 years of Direct customer service experience required
Skills and Abilities
Intermediate level Microsoft Outlook, Word, PowerPoint skills
Excellent interpersonal, written, and verbal communication skills.
Strong phone communication skills, including maintaining a professional and personable demeanor while quickly establishing rapport and fostering positive customer interactions.