Customer Care Specialist

General Administrative Duties

• Prepare periodic reports regarding the Department's activities and achievements to be submitted to the Customer Care Manager.
• Conduct periodic meetings with subordinates within the Department to ensure that priorities are clear and the workflow is running smoothly.
• Perform other duties related to the job as assigned by the Customer Care Manager.

Technical Duties

Call Center Activities

• Keep abreast of new company products and services.
• Assist in developing customer service procedures, policies and standards for the organization.
• Deliver prepared sales talks, reading from scripts that describe products or services, in order to provide better customer compliance to purchase a product or service.
• Communicate with customers via phone, email, or letter.
• Listen to customer requests, answer questions and provide required information.
• Utilize computers and software to carry out the job responsibilities.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Provide an initial telephone contact for all MyBloom customers.

Customer Care

• Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Assist in developing feedback or complaints procedures for customers to use.
• Answer and follow-up customers' complaints.
• Responsible for the issuing of MyBloom Program Cards, and responding to any inquiries.
• Responsible for the follow-up on MyShopper
• Responsible for the follow-up on BloomBaby registries, answering inquiries, and resolving any arising issues or complaints.
• Investigate and resolve any problems arising in the course of providing the service.
• Pass any customer comments or complaints on products or services to appropriate manager to enable them to identify any potential improvements and enhancements.
• Handle major incidents that cannot be resolved by agents and thoroughly report it to the management.
• Utilize social media to respond to customer complaints and praise.
• Conduct follow-up calls for clients whom hadn’t made a purchase within a specific period.
• Maintain all required records of activity levels for management control purposes.
• Maintain records of contacts, accounts, orders and continually update customer profiles.
• Compile and print reports on overall customer satisfaction.

Improvement Activities

• Meeting with other managers to discuss possible improvements to customer service.
• Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
• Contact businesses or private individuals by telephone in order to solicit sales for goods or services and completing deals.
• Search for new technology for better service, higher efficiency and identify areas of improvement.
• Work with management on customer service initiatives.
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys, analyzing information and applications.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Initiate new ideas and initiatives to support BLOOM and share it with R&D department.