National Customer Support Representative
2 weeks ago
Job Overview
The Strategic Customer Service Specialist is responsible for fostering enduring and trustworthy relationships with clients by providing comprehensive customer support. This role ensures diligent follow-up and resolution of customer inquiries, aiming to deliver an exceptional experience for both internal and external stakeholders.
Key Responsibilities
- Build and maintain positive relationships with current clients through effective problem-solving and efficient service delivery.
- Act as the primary contact for key accounts; enhance job knowledge through training and maintain professional relationships with the sales team and other internal departments.
- Serve as a liaison among customers, sales, and the organization.
- Strive to exceed customer expectations by thoroughly investigating, analyzing, and resolving outstanding issues to ensure satisfaction.
- Exhibit strong analytical skills to swiftly identify problems and implement effective solutions.
- Demonstrate the ability to manage challenging or unforeseen circumstances.
- Skillfully gather and analyze customer information.
- Effectively manage multiple projects while maintaining a keen attention to detail.
- Handle a high volume of incoming calls while providing outstanding customer care, showcasing attentiveness and urgency.
- Respond to inquiries regarding order status, quotes, deliveries, returns, and product warranties, supporting accounts comprehensively.
- Document customer interactions, issues, escalations, and call logs using the CRM system and perform order processing and inventory lookups.
- Resolve issues by identifying customer concerns, determining the root cause, selecting the best solution, and ensuring follow-up for resolution.
- Engage customers proactively to gather accurate information.
- Analyze reports to support team KPIs while proactively addressing issues.
- Take ownership of individual performance and meet call center quality metrics.
- Maintain a thorough understanding of systems and processes.
- Provide timely feedback to management regarding escalated issues, service failures, or customer concerns.
- Ensure compliance with all departmental processes in accordance with ISO 9001 standards.
Qualifications
Language Skills: Proficient in English.
Education: Bachelor's Degree in Business Administration preferred; high school diploma or equivalent required.
Technical Skills: Proficient in phone handling, both inbound and outbound calls. Must demonstrate responsiveness and urgency in customer interactions. Ability to work assigned shifts. Basic understanding of mathematical concepts related to inventory, pricing, and credits. Experience with SAP and CRM systems is preferred; familiarity with Cisco phone systems is a plus.
Experience: Minimum of 5 years in customer service.
Mobility & Travel: No travel required.
The ESAB Group Inc. is an equal opportunity employer. We celebrate diversity and do not discriminate based on any protected characteristics.
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