Customer Services Representative

Summary:

• Ensuring excellent service standards, respond efficiently to customer inquiries by providing product, service information and handling complaints to maintain high customer satisfaction (online & offline).
• Assessing customer preferences, evaluating competition, market research and monitoring market trends.
• E-Commerce online order processing and follow up.
• Monitoring branches evaluation ensuring customer satisfaction based on customer comments, mystery shopper and documenting everything through reporting and scoring.
• Events and activation presence

Job description:

• Set a clear mission and deploy strategies focused towards turning frustrated customer to a loyal returning customer.
• Manage customer service inquiries incoming calls or messages and comments on social media platforms or in store.
• Handles and Resolves product or service problems by clarifying the customer's complaint; investigate to determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment; communicate the complaint with the concerned department (operations and marketing), follow up internally and with the customer to ensure resolution in a timely manner.
• Attracts potential customers by answering product and service questions online or by phone; suggesting information about other products and services.
• Opens and maintains customer records and accounts by recording and updating account information.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Reporting customer feedback by collecting and analyzing customer information, comments and complaints.
• Build sustainable relationships and trust with customer accounts through open and interactive communication by phone or e-mail.
• Meet in person the staff team to ensure proper in store customer service.
• Ensure brand guidelines, policies and message consistency, adhered to in all communication across company and to customers.
• Adhere to and manage the approved budget
• Handle all incoming online orders (e-commerce website) and provide the customer with information on a product or service, confirm the order with the customer, communicate it with the operation and follow up till order complete. And survey the customer product feedback.
• Collect data on consumers, competitors and market place and consolidating information into actionable items, reports and presentations.
• Understand business objectives and design surveys to discover prospective customers’ preferences and in-store customer experience.
• Provide competitive analysis on various companies’ market offerings, identify market trends, pricing/business models, sales and methods of operation
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Responsible to be presented in events and activations to collect data and speak to customers and understand the consumer behavior and trends