We are looking for a Customer Service Representative with experience in the Printing industry to join our great team and boost our customer service to a higher level.
The right person for the Customer Service position has the experience and enjoys providing excellent customer service in a fast-paced environment while helping customers find the right solution for their projects.
RESPONSIBILITIES
- Manage large amounts of incoming calls and messages;
- Take end-to-end ownership to resolve customer issues in a professional and timely manner by phone, email, and chat;
- Respond promptly to customer queries ensuring customers receive high-quality customer support;
- Handle and resolve a variety of inquiries, such as sending extra information on the product, handling returns and refunds, warranty exchange queries, order tracking, delivery issues, etc;
- Effectively communicate information with customers and operational team members;
- Provide after-sales support by assisting with extra information provided on product use, installation, and maintenance;
- Keep records of customer interactions, process customer accounts, and file documents.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Guide and mentor new employees in their adaptation process, coordinate their work and progress.
- Participate in creation or revision of customer service procedures, guidelines, policies and metrics in order to continuously improve the customer experience; make improvement suggestions based on findings from customer interactions, if any.
QUALIFICATIONS
- 1+ years of work experience in customer support, call centers, help desks, or other related positions;
- Experience of work in the Printing industry is a must
- Excellent verbal and written communication skills;
- Ability to solve problems quickly and take ownership.
- Experience in sales is a plus;
- Ability to multitask, prioritize, and coordinate the work of operational and production team members to fulfill customers’ orders.
- Good mentoring and people management skills.
