Responsible for delivering exceptional service to customers, managing complex inquiries, resolving escalated issues, and driving continuous improvement initiatives that enhance the overall customer experience. This role serves as a key liaison between customers and internal teams to ensure timely and effective resolution of customer needs.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries, concerns, and escalations.
- Build and maintain strong relationships with customers to ensure a positive experience.
- Investigate and resolve complex customer issues in a timely and professional manner.
- Collaborate with cross-functional teams including Operations, Sales, Supply Chain, and Quality.
- Analyze customer feedback and identify opportunities for process improvements.
- Monitor customer satisfaction metrics and recommend corrective actions when needed.
- Support onboarding and training of new team members.
- Maintain accurate customer records and documentation within CRM systems.
- Provide regular reports and updates on customer trends, issues, and resolutions.
Qualifications
- Bachelor's degree in Business Administration, Communications, Marketing, or a related field preferred.
- 3-5+ years of experience in Customer Service, Customer Experience, Account Management, or a related role.
- Experience handling customer escalations and complex issue resolution.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Proficiency with CRM systems and Microsoft Office applications.
- Ability to work in a fast-paced environment and manage multiple priorities.
Preferred Skills
- Customer-focused mindset with strong relationship-building abilities.
- Experience in manufacturing, supply chain, logistics, or shared services environments is a plus.
- Continuous improvement mindset and familiarity with process improvement methodologies.
- Conversational English required; advanced English preferred.
- Strong organizational skills and attention to detail.
