Playa crucial role in ensuring exceptional customer satisfaction and fosteringpositive interactions between our organization and its customers. You will beresponsible for managing and enhancing the overall customer experience byaddressing inquiries, resolving issues, and maintaining a high level ofcustomer engagement. You will respond to inbound customer calls and emailregarding order inquiry as to ship dates, problems, order changes, repairs andRMA's.
Youwill communicate with other departments such as Logistics, Manufacturing,Regional Sales Managers, Product Managers, etc., to resolve customer issues.You will support ordering processing including order entry, expediting orders,change orders, returns, monitoring order status and resolving discrepancies. Mustbe able to transition between multiple job priorities at the same time, have strongpeople skills, a desire to help people and excellent communication abilities

Key Responsibilities

• Respond promptly to customer inquiries through various communication channels (phone, email, chat, or in-person) with professionalism and courtesy
• Provide clear and accurate information to customers regarding products, services, orders, and policies
• Handle customer complaints and concerns effectively, finding solutions that align with company policies and customer satisfaction goals
• Escalate complex issues to the appropriate departments for further investigation and resolution
• Gather and analyze customer feedback to identify areas for improvement in products, services, and customer interactions
• Collaborate with cross-functional teams to implement improvements based on customer feedback, enhancing overall customer satisfaction
• Proactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understood
• Follow up with customers to gather feedback post-interactions and ensure their expectations are met or exceeded
• Adhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions
• Provide recommendations for process improvements to enhance efficiency and customer satisfaction

MUST HAVE

• Excellent verbal and written communication skills to effectively interact with customers and internal teams
• Advanced English level
• Experience on reporting and use of CRM and ERP systems
• Ability to work with limited to no direction
• Strong problem-solving abilities to address customer issues and provide suitable solutions
• Ability to think critically and adapt to changing situations while maintaining composure
• Ability to collaborate effectively with cross-functional teams to achieve common goals and objectives related to customer satisfaction
• Flexibility and willingness to adapt to evolving roles and responsibilities within the customer experience domain
• Costumer Service .

Additional Information

• JOB ID: HRD262352
• Category: Customer Experience
• Location: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
• Nonexempt