Experienced Customer Experience Professional
2 days ago
The Customer Service Specialist II Lead will be responsible for resolving complex customer complaints while working closely with cross-functional teams to improve product and service quality.
Main Tasks:
- Resolve customer complaints through phone, email, or chat platforms.
- Serve as a resource for junior colleagues, assisting them with challenging inquiries.
- Investigate and resolve technical issues related to the company's products or services.
- Thoroughly document customer issues in the CRM system, guaranteeing timely follow-ups when needed.
- Collaborate with teams to identify and address recurring customer issues.
- Provide guidance and mentorship to entry-level colleagues to enhance team performance.
- Participate in developing customer service policies and procedures.
Necessary Skills:
- Associate's degree or relevant experience.
- Minimum 2 years of customer service experience with a focus on resolving complex issues.
- Effective problem-solving and analytical skills.
- CRM system expertise and familiarity with ticketing tools.
- Superior communication and teamwork abilities.
Work Schedule:
- 9:30am-6pm, Monday-Friday.
- Hybrid work arrangement (3 days onsite/ 2 days remote).
- $67,200 - $76,300 annually.
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