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Customer Service Specialist
3 months ago
Job Title: Customer Service Specialist
Work Arrangement: 100% Onsite with potential for future hybrid work
Work Hours: 8:00 AM to 5:00 PM
Overview:
As a Customer Service Specialist at Nassau OOGP Vision Group, you will be the voice of our company, ensuring that our customers receive exceptional service. Your role will involve addressing customer inquiries, processing orders, and resolving issues while maintaining a positive and professional attitude.
Primary Responsibilities:
- Adhere to established processes and systems to ensure that Customer Care Standards are consistently met or exceeded.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Develop and maintain a strong understanding of our product portfolio and procedures.
- Demonstrate 100% follow-through on every commitment, aiming for one-call resolution.
- Effectively communicate additional promotions and services to customers.
- Process customer orders courteously, efficiently, and accurately.
- Document customer complaints and concerns promptly, ensuring a satisfactory resolution.
- Communicate effectively with the Customer Service Supervisor and Manager, providing regular updates to ensure customer expectations are met and issues are resolved in a timely manner.
- Participate in regular team meetings and ongoing training to enhance skills and knowledge.
- Perform other duties as assigned by the Manager.
Specific Duties:
- Provide quality customer service by answering incoming customer calls, entering orders, and responding to customer inquiries.
- Communicate with customers through various channels (phone, email, chat).
- Actively listen to customers, addressing their concerns in a friendly and professional manner.
- Offer support and solutions in line with the company's customer service policies.
- Identify customer questions, complaints, and concerns, providing thorough and respectful answers and solutions.
- Redirect customers to appropriate departments or teams when necessary and follow up on the status of complaints or questions to ensure resolution.
- Collaborate with team members and other departments to ensure customer satisfaction and product quality.
Performance Goals:
- Quality Assurance: Achieve a 90% rating on calls, emails, and chat interactions.
- Transactions Per Hour: Process 8 transactions per hour (6 for chat).
- Accessibility: Maintain 85% availability, minimizing unnecessary offline time.
- Answered Interactions: Ensure 99% of customer interactions are answered.
- Attendance: Comply with the attendance policy.
- Development & Training: Complete all assigned training and action steps.
