Customer Contact Comms Associate (225-728)

A Customer Contact Comms Associate plays a pivotal role in ensuring effective communication between a company and its customers. This position requires individuals who are excellent communicators and possess a keen understanding of customer service dynamics. As a bridge between the company and its clientele, the Customer Contact Comms Associate is tasked with addressing queries, providing timely feedback, and enhancing the overall customer experience. They work closely with other departments to ensure the consistency of messages and contribute to the development of communication strategies. Ideally suited for those passionate about customer satisfaction, this role offers opportunities for professional growth and development in the communications field.

Responsibilities

• Manage and respond to customer inquiries via email, chat, and phone promptly.
• Collaborate with internal teams to ensure accurate and consistent information delivery.
• Assist in the development of communication guidelines and best practices.
• Track customer interactions to identify trends and areas for improvement.
• Provide timely resolutions to customer complaints and escalate when necessary.
• Conduct surveys to gather customer feedback and improve communication approaches.
• Prepare and distribute regular reports on communication effectiveness and customer satisfaction.
• Facilitate training sessions on customer communication for new team members.
• Maintain an up-to-date knowledge base for quick reference and guidance.
• Participate in brainstorming sessions to continuously improve customer contact strategies.
• Develop personalized communication strategies to enhance individual customer experiences.
• Ensure compliance with company policies and legal requirements in all communications.

Requirements

• Bachelor’s degree in Communications, Marketing, or a related field preferred.
• Minimum of two years' experience in customer service or communication roles.
• Excellent verbal and written communication skills are essential for this role.
• Proficient in using CRM software and other communication tools effectively.
• Strong problem-solving skills with the ability to handle challenging customer situations.
• Demonstrated ability to work both independently and collaboratively within a team.
• Flexibility to work in a fast-paced environment with changing priorities.