Customer Care Representative

1 month ago

Charlotte, United States ScentAir Full time
About ScentAir:
ScentAir is a global leader in scent marketing, helping businesses enhance customer experience with powerful scent solutions. With our innovative fragrance systems and a focus on customer satisfaction, we are committed to providing exceptional service and helping brands build deeper, lasting connections with their customers.

Job Summary:
As a Customer Care Representative at ScentAir, you will be the frontline support for our clients, ensuring they receive high-quality service that reflects our commitment to excellence. This role requires someone passionate about customer satisfaction, skilled in communication, and driven to resolve issues effectively. You will handle incoming inquiries, resolve concerns, and collaborate with internal teams to provide a seamless experience for every customer.

Key Responsibilities:
  • Customer Support: Respond to customer inquiries via phone, email, and chat, ensuring timely and professional communication.
  • Issue Resolution: Address and resolve customer issues promptly, escalating complex cases to the appropriate departments when necessary.
  • Order Management: Assist customers with order placements, renewals, product changes, and billing inquiries.
  • Product Knowledge: Develop in-depth knowledge of ScentAir's products and services to offer guidance and recommendations tailored to customer needs.
  • Customer Retention: Identify opportunities to enhance customer satisfaction and loyalty, including proactive follow-ups and account reviews.
  • Documentation: Accurately record customer interactions and issues in the CRM system, ensuring all data is up-to-date and complete.
  • Cross-functional Collaboration: Work closely with Sales, Technical Support, and Logistics teams to resolve customer concerns and improve the overall customer experience.
  • Feedback Loop: Gather and share customer feedback with relevant departments to support continuous improvement initiatives.
  • Additional Responsibilities: Perform other duties as assigned to ensure the smooth operation of the department and alignment with organizational goals
Qualifications:
  • Experience: 1-3 years of experience in a customer care or support role; experience in B2B customer service or scent marketing industry is a plus.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to adapt to a range of customer interactions.
  • Problem-solving: Strong troubleshooting abilities with a focus on providing effective and efficient solutions.
  • Technical Proficiency: Familiarity with CRM software, Microsoft Office Suite, and the ability to learn new tools quickly.
  • Customer-focused: A positive, empathetic, and patient approach to customer service.
  • Time Management: Strong organizational skills with the ability to manage multiple inquiries and tasks effectively.
  • Team-oriented: Ability to work independently as well as part of a collaborative team environment.
Why Join ScentAir?
  • Competitive salary and benefits
  • Opportunities for career growth and development
  • Engaging work culture focused on innovation and collaboration
  • Be part of a company that values customer satisfaction and employee well-being

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