The Customer Service Specialist (CSS) will provide the best customer experience by understanding and fully grasping requests, inquiries and complaints from our customers, making them feel valued and glad to have consulted the company
The CSS will be the primary contact for customers.
The CSS lives the values of our client which are: -
1. Responsibility: The CSS represents the client and is the face of the brand to the outside world.
2. Quality and a Passion for Excellence: We always want to shoot for the best possible result.
The CSS is expected to project a professional company image through various communication channels.
Responsibilities and Accountabilities
Support customers to place online orders with the client.
Provide timely support to customers through available communication channels (inbound phone calls and email).
Pro-actively support customers to mitigate the risk of damage to the client's brand and customer loyalty.
Identify and escalate priority issues through appropriate channels as and when necessary.
Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
Maintains and improves quality of service by sharing suggestions and recommendations.
Keep job knowledge and skills up to date by attending training and continuously learning.
Meet all key performance indicators set by the company and client.
Adhere to the policies and procedures set by the company and client
