Job Summary:
As a Customer Services Advisor (SBC), you will play a pivotal role in delivering exceptional service to customers. You will be the first point of contact for all inquiries, providing timely, accurate, and helpful assistance to meet customers' needs and resolve issues efficiently. This role involves managing queries through various channels, including phone, email, and in-person, ensuring customer satisfaction and fostering a positive company image.
Key Responsibilities:
Customer Support: Provide high-quality service to customers via multiple channels (phone, email, web chat, in-person), addressing inquiries, complaints, and service requests in a friendly and professional manner.
Problem Resolution: Investigate and resolve customer issues, ensuring a thorough understanding of the situation and taking ownership to provide effective solutions in a timely manner.
Product & Service Knowledge: Maintain up-to-date knowledge of the company's products, services, and policies to provide accurate information and assistance to customers.
Information Management: Accurately record customer interactions, including inquiries, feedback, and complaints, in the company's CRM system, ensuring data is complete and up-to-date.
Escalation Handling: Recognize when issues require escalation and effectively manage the handover to the appropriate department or supervisor, ensuring customers feel supported throughout the process.
Customer Engagement: Build and maintain positive relationships with customers, actively listening to their concerns, identifying their needs, and offering solutions that enhance their experience.
Complaint Management: Handle customer complaints with professionalism, empathy, and efficiency, aiming to resolve issues to the customer's satisfaction while adhering to company policies.
Administrative Support: Perform routine administrative duties such as filing, processing orders, maintaining databases, and preparing reports as required by the department.
Continuous Improvement: Contribute to team efforts by identifying process improvements, sharing customer feedback, and suggesting ways to enhance service delivery and customer experience.
Team Collaboration: Work closely with other team members and departments to resolve complex queries, share information, and ensure customers receive a seamless service experience.
Compliance: Ensure that all customer interactions comply with company policies, industry regulations, and data protection requirements.
Qualifications & Experience:
Essential:
Previous experience in a customer service role, ideally within a call center or service-oriented environment.
Excellent communication skills, both verbal and written, with a clear and professional telephone manner.
Strong problem-solving skills and the ability to remain calm under pressure.
Ability to manage multiple tasks and prioritize effectively.
Proficiency in using computers, CRM systems, and Microsoft Office Suite (Word, Excel, Outlook).
A customer-focused approach, with a genuine desire to help and support customers.
Ability to handle challenging or difficult situations with empathy and professionalism.
Desirable:
Experience in a customer service role within the SBC (Service-Based Company) or related industry.
Knowledge of industry standards and best practices in customer service.
Ability to speak additional languages (depending on the customer base).
Experience with live chat or social media customer service platforms.