Weekend Customer Service Associate

4 weeks ago

Scottsdale, United States Open Network Exchange Full time
Weekend Customer Service Associate:

Summary/Objective:

The primary focus of this role is to engage with customers, ensuring their needs are met while fostering long-lasting relationships. The ideal candidates will excel at addressing inquiries, de-escalating and resolving concerns, and proactively offering tailored solutions to enhance customer satisfaction and loyalty.

Key Retention-Focused Responsibilities

• Engage with customers in a personalized manner to provide comprehensive assistance and information.

• Proactively follow up with customers to ensure their ongoing satisfaction with their purchases and experiences.

• Identify opportunities to enhance the customer's experience by introducing relevant products and services.

• Employ empathetic listening to swiftly address customer questions and concerns, maintaining a positive constructive approach.

• Transform complaints into opportunities for resolution, ultimately increasing satisfaction and nurturing renewals or retention.

• Cultivate trust and strong rapport with customers through open and interactive communication.

• Deliver accurate and complete information using appropriate methods and tools, ensuring a high level of credibility.

• Continuously educate oneself about our products to offer comprehensive support during customer interactions.

• Skillfully troubleshoot common product or service issues, offering effective solutions.

• Escalate complex queries and concerns for efficient resolution.

• Embrace additional responsibilities as assigned to contribute to the team's success.

Requirements

  • Demonstrated experience of 3+ years in a customer support and retention capacity.
  • High School Diploma or equivalent educational background and/or experience
  • Proficiency in working with CRM systems and adhering to best practices.
  • Exceptional phone communication skills, coupled with active listening abilities.
  • Proficiency in using Microsoft Office Suite and adept at navigating various computer programs.
  • Knowledge of cruise sales and services is preferred, though not mandatory.
  • Adapts to change easily.
  • Ability to multi-task complex scenarios with ease
  • Must have weekend flexibility.

Career Advancement

Promotions will be awarded based on merit, meeting/exceeding objectives, and current needs of the business.

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