Customer Experience Specialist

hace 1 semana

Medellín Antioquia, Colombia Superstaff A tiempo completo

Join the SuperStaff team as a Customer Experience Specialist In this dynamic role, you’ll be the key point of contact for both internal and external customers, handling inquiries, resolving issues, and managing orders with efficiency and care. As a Senior Representative, you'll not only be an expert problem-solver but also a valuable resource for training and supporting other team members. If you’re passionate about delivering exceptional customer service and mentoring others, we want you on our team

**Responsabilities**:
Logs in phone on time as scheduled each day for a total of 7 hours, unless otherwise instructed.

Ensures that all communications with customers (external/internal) are courteous, cordial, business
- like and timely

Accurately enters customer's orders via phone/fax for merchandise and small equipment, including direct and employee cash sales.

Effectively uses CRM; demonstrates knowledge and proper use of CRM; enters and records requests on all follow-ups, new accounts, account changes, new item numbers, bulk plan changes, backorder cancellations; enters customer service notes.

Effectively researches products directly with vendors or through the Internet.

Efficiently sends information to customers upon request. -product and services literature.

Efficiently contacts customers to obtain information to resolve complaints; researches non-stock refusals; Butler, Endo.

Efficiently monitors Prelude queues, i.e. AOH and suspended orders.

Utilizes the VOC Database effectively, adhering to the instructions as outlined in the VOC Guide.

Accurately enters credit card transactions while on the customer call or processes through Outsystems as required.

Completes BluChip redemptions and appropriately explains program to customers as needed.

Suggests upsell items, buy/gets and promotional items from Benco publications during every applicable call.

Makes productive use of “down time”.

Effectively and consistently utilizes Sales misc. docs., CS misc. docs., FAQ's, CRM, and Benco Events databases for information.

Quality Monitoring 93%

Capable of training, leading, and mentoring new employees in a positive and productive manner.

Attends product training classes once per week or as scheduled. Keeps management informed by providing accurate and timely information that ensures customers are served efficiently in meeting their expectations.

Follows through with customer requests regarding credits, billing issues, and call backs in a timely manner.

Accurately documents discussions with RM's, customers, and TR’s in a timely manner; effectively utilizing the Activity List in Prelude to provide quality customer service

**Benefits**:

- 3.500.000 COP Per month
- Hybrid Schedule (Only Medellin Risedents)
- Monday to Friday: Weekends off

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