Customer Care Representative
3 weeks ago
JOB DESCRIPTION
JOB TITLE:
Customer Care Representative
EMPLOYER
Spectra Baby USA
DEPARTMENT
Customer Care
REPORTS TO
Shay Barnett-Director of Customer Care
SUMMARY
Provides customers with courteous customer service in person or over the phone or responds by e-mails; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers needs
DUTIES AND RESPONSIBILITIES:
Provides information to customers including but not limited to accessories available for sale, instructions on how to use the spectra breast pump
Assists customers with warranty issues
Provides timely resolution of customer complaints, concerns, and inquiries
Builds effective relationships and trust with customers and potential customers by listening to their needs and educating them about the products and services that are most appropriate to their situation
Responds effectively to customers requesting to return breast pumps determining the reason and offering possible alternatives
Supports marketing campaigns and product launches
Accurately completes settlements on a daily basis
Processes payments
Prepares reports and correspondence as needed
Performs other related duties as assigned by management
QUALIFICATIONS:
High School diploma or equivalent.
One to two years related experience or equivalent
Excellent customer service skills
Excellent verbal and written communication skills
Proficient on Microsoft Suite, NetSuite
Commitment to excellence and high standards
Strong organizational skills; able to manage priorities and workflow
Ability to work independently and as member of various teams and committees
Ability to understand and follow written and verbal instruction
Must be able to speak, read, write, and understand the primary language(s) used in the workplace
Acute attention to detail
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
COMPETENCIES:
Problem Solving
Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
Customer Service-
Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; responds to requests for service and assistance; Meets commitments
Teamwork- Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Interpersonal Skills Focuses on solving conflict, not blaming: Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; remains open to others ideas and tries new things
PHYSICAL DEMANDS AND WORK ENVIORNMENT
Occasionally required to stand
Occasionally required to walk
Frequently required to sit
Frequently required to utilize hand and finger dexterity
Frequently required to talk or hear
Frequently utilize visual acuity to operate equipment, read
technical information, and/or use a keyboard
SIGNATURES
Signature below constitutes understanding of the requirements, essential functions and duties of the position
Role
Name
Signature
Date
Employee
Manager
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