CRM Agent (Customer Service)

• Reporting to the CRM supervisor, the Customers Service agent is responsible for managing the customer relationship management (CRM) system on a day-to-day basis.
• Interacts with customers through all CRM channels including phone, email, live chat, social media, what's app or in-person to provide information about products and services, take orders, or document and solve complaints
• Coordinates questions and issues with the appropriate department personnel
• Maintains records of customer interactions and transactions
• Handles customer complaints, solves and escalates when necessary
• Identifies and assesses customers’ needs to achieve satisfaction
• Keep records of customer interactions, process customer accounts, and file
• Supports in issuing monthly CRM report
• Confirms cancels and follow up on sales orders done online and Generates sales leads that develop into new customers
• Generate interest in new products or services and connect customers with salespeople when required
• Send email marketing to the customer's database
• Foster and maintain relationships with customers to improve our retention rate
• Maintain updated knowledge of all company products and services in order to provide adequate education to customers
• Update FAQ section by the frequently asked questions by customers
• Meet personal/customer service team sales targets and call handling quotas
• Provides administrative assistance as needed
• Performs other duties as assigned

KPIs:

• Live chat answered within 10 sec during working hours and the following day outside working hours
• Orders confirmed within 1 hour of the order made during working hours
• 1 email marketing sent weekly and 12% open rate, 2% click-through rates