Respond to customer inquiries promptly and professionally, over the phone, and email. And provide accurate information about the services.
· Service customers seeking assistance with pre-order inquiries such as product information, marketing campaigns and identify leads to upsell by utilizing our online customer service platform.
· Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back-order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.
· Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
· Project a professional company image through phone, chat and email interactions.
· Recognize, document and alert supervisors of trends in customer calls.
· Generating and monitoring performance reports to achieve higher customer satisfaction.
