Client Communication Executive

The ideal candidate will be comfortable meeting new people frequently and have an ability to determine a candidate's potential through clever questions. They should have excellent organizational skills in order to build and maintain a pipeline of prospective candidates. Additionally, they should be committed to both meeting and exceeding assigned quotas.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in a related field preferred
• Has knowledge using Zendesk
• Effective communication skills
• Minimum of 6 months to 1 year of customer service experience, preferably in a call center or customer support role.
• Experience working with Microsoft Office suite
• Active listening skills to ensure customer satisfaction and problem resolution.
• Demonstrated ability to meet quotas

Responsibilities

Handle Customer Inquiries:

• Respond promptly to customer inquiries via phone, email, chat, or in-person.
• Provide accurate information regarding products, services, and company policies.

Resolve Customer Issues:

• Listen to customer concerns and resolve complaints or issues in a professional and efficient manner.
• Escalate complex problems to appropriate departments or supervisors when necessary.

Process Orders and Transactions:

• Assist customers with placing orders, processing returns, and handling payment transactions.
• Ensure all customer interactions are recorded accurately in the system.

Maintain Product Knowledge:

• Stay informed about the company’s products, services, promotions, and policies.
• Provide customers with recommendations and solutions tailored to their needs.

Build Positive Customer Relationships:

• Establish rapport with customers and maintain a positive, professional image of the company.
• Follow up with customers to ensure their issues have been resolved and that they are satisfied with the service.

Update Customer Records:

• Enter and update customer data in the CRM system with attention to detail.
• Ensure customer profiles and transaction records are kept accurate and up-to-date.

Collaborate with Internal Teams:

• Work closely with other departments, such as sales, technical support, and billing, to address customer needs.
• Communicate customer feedback to improve products and services.

Meet Performance Metrics:

• Achieve key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction ratings.
• Strive to exceed customer expectations and company goals.

Handle Returns and Refunds:

• Process customer returns and refunds according to company policies.
• Ensure refunds or exchanges are completed quickly and to the customer’s satisfaction.

Follow Company Procedures:

• Adhere to company policies, procedures, and guidelines when handling customer interactions.
• Maintain confidentiality of customer information and ensure data protection compliance.

Provide Feedback and Suggestions:

• Offer suggestions for improving customer service processes.
• Share insights on recurring customer issues or common requests with the management team.