DESCRIPTION:

 
Play a crucial role in ensuring exceptional customer\nsatisfaction and fostering positive interactions between our organization and\nits customers. You will be responsible for managing and enhancing the overall\ncustomer experience by addressing inquiries, resolving issues, and maintaining\na high level of customer engagement. You will respond to inbound customer calls\nand email regarding order inquiry as to ship dates, problems, order changes,\nrepairs and RMA's.
You will communicate with other departments such as\nLogistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to\nresolve customer issues. You will support ordering processing including order\nentry, expediting orders, change orders, returns, monitoring order status and\nresolving discrepancies. Must be able to transition between multiple job\npriorities at the same time, have strong people skills, a desire to help people\nand excellent communication abilities

Key\nResponsibilities

Respond promptly to customer inquiries through various communication channels (phone, email, chat, or in-person) with professionalism and courtesyProvide clear and accurate information to customers regarding products, services, orders, and policiesHandle customer complaints and concerns effectively, finding solutions that align with company policies and customer satisfaction goalsEscalate complex issues to the appropriate departments for further investigation and resolutionGather and analyze customer feedback to identify areas for improvement in products, services, and customer interactionsCollaborate with cross-functional teams to implement improvements based on customer feedback, enhancing overall customer satisfactionProactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understoodFollow up with customers to gather feedback post-interactions and ensure their expectations are met or exceededAdhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactionsProvide recommendations for process improvements to enhance efficiency and customer satisfaction

MUST HAVE

Excellent verbal and written communication skills to effectively interact with customers and internal teamsAdvanced English levelExperience on reporting and use of CRM and\n ERP systemsAbility to work with limited to no\n directionStrong problem-solving abilities to\n address customer issues and provide suitable solutionsAbility to think critically and adapt to\n changing situations while maintaining composureAbility to collaborate effectively with\n cross-functional teams to achieve common goals and objectives related to\n customer satisfactionFlexibility and willingness to adapt to evolving roles and responsibilities within the customer experience domainAdditional InformationJOB ID: HRD262241Category: Customer ExperienceLocation: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,MexicoNonexempt