Client Support Specialist
2 weeks ago
Schedule: Full-Time - 8:30am - 5:00pm (Hybrid - 40 hours per week).
Overview: The Customer Experience Advisor plays a crucial role in delivering exceptional service by engaging with Sales Representatives, retail clients, and consumers through various communication channels including chat, email, and phone. This position is dedicated to efficiently managing customer inquiries and requests while collaborating with cross-functional teams such as fulfillment, production, and finance. The Customer Experience Advisor is committed to fostering positive relationships with customers and ensuring that inquiries, projects, and tasks progress smoothly and effectively, in alignment with Matouk's guiding principles.
Key Responsibilities:
- Deliver outstanding service to customers and Sales Representatives that reflects the values and principles of Matouk.
- Achieve high customer satisfaction ratings through accurate, professional, and timely responses to customer inquiries and effective resolution of issues.
- Aim for first-contact resolution by addressing and resolving customer inquiries and complaints in a prompt and courteous manner.
- Direct unresolved issues to the appropriate resources and follow up to ensure satisfactory resolution.
- Document details of inquiries, comments, and complaints, and follow up as necessary.
- Maintain collaborative relationships with various departments.
- Stay informed about product lines, pricing, and delivery timelines.
- Perform other duties as assigned.
Qualifications:
- 2-5 years of experience in a customer service role.
- Strong creative problem-solving abilities.
- Proactive in identifying and addressing common trends.
- Solid understanding of customer service principles and practices.
- Excellent oral and written communication skills.
- Outstanding organizational capabilities.
- Exceptional interpersonal skills, with the ability to engage with all levels of staff.
- Ability to multitask in a dynamic environment, managing phone calls, emails, and chats simultaneously.
- Proficient in relevant computer applications.
Essential Competencies:
- Adhere to phone schedules while ensuring quality and thoroughness in job performance.
- Maintain comprehensive knowledge of products, processes, and systems.
- Effectively navigate competing priorities among internal departments while fulfilling customer requests.
Type: Full-time
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